Chapter 3: The Reports
AltiReport Manual 81
•
Wait Time—Total wait time for those abandoned calls
•
Avg WT—Average wait time per call ([Abandoned] Wait Time/[Abandoned]
Calls)
•
Overflowed/Redirected
•
Calls—Number of inbound calls that were overflowed/redirected
•
Wait Time—Total wait time before those calls were overflowed/redirected
•
Avg WT—Average wait time per call ([Overflowed/Redirected] Wait Time/
[Overflowed/Redirected] Calls)
The report includes the following graphs:
Figure 37. The top graph shows the average duration of incoming calls, broken out by hour
of day. The bottom graph shows the percentage of calls that met the service
level, also by hour of day.
Data Source
All data from the table WGSUMMARY
