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AltiReport Manual
•
Wrap-Up—Calls requiring time for wrap-up activities
•
Total Performing Time
—The total amount of time the agent spent in the above
activities in the specified time period
•
Non-Call Activities
—Displays the total of RNA calls (agent was rung but did not
answer) for the agent and summarizes the time the agent spent in other activities
while logged in:
•
Not-Ready—Amount of time in Not-Ready state
•
DND/FWD—Amount of time the agent’s phone was set to DND or FWD
•
Error
—Amount of time the agent’s phone was in error state.
Data Source
All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2,
AGENTSUMMARY1, AGENTSUMMARY2, AGENTSUMMARY4.
