-- Call Detail Reporting Guide -- September 2000 -- Page 25 --
Number of calls
transferred by agents to
another location (outside,
inside) by workgroup
StartTime
TrunkDirection
=2
Party1WGHandleDuration>0
TrunkRoute=(not blank) and/or
Party2Number=(not blank)
By
Party1WGNumber
TrunkRoute
defined means
incoming call went out a
trunk to another location
Party2Number
defined
(and TrunkRoute=
blank) means incoming call
was transferred to another
local agent
Number of calls
transferred by agents to
voicemail by workgroup
StartTime
TrunkDirection
=2
Party1WGHandleDuration >0
TrunkRoute= (not blank) and/or
Party2Number= (not blank)
By
Party1WGNumber
Service level of a
workgroup
StartTime
TrunkDirection
=2
Sum of number of call records
where (Party1WGWaitDuration<X)
Divided by number of call records
where Party1WGWaitDuration>0,
over the same selected interval.
By
Party1WGNumber
.
Service level is
a
percentage: it is the number
of queued calls having a
queue duration time <X,
divided by the total number
of queued calls; over the
same time interval.
X is
the desired maximum
wait time for a caller to
reach an agent Y% of the
time. X is a threshold,
assigned in AltiWare by the
customer. Therefore, this
report must ask the user
what the threshold is as a
search criteria for this report
type.
Maximum waiting time for
a call by workgroup
StartTime
TrunkDirection
=2
Maximum
(Party1WGWaitDuration)
By
Party1WGNumber
