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CDR Manual
In Talk Time
Sum of talk duration of incoming answered workgroup
calls. Talk duration lasts from the time an agent answers
the call until the time the call is disconnected, parked or
transferred. (Hold time is not included in talk time.)
Out Call Ans
Count of connected outbound workgroup calls. (Agent
needs to login to outbound workgroup)
Out Talk Time
Sum of talk duration of connected outbound workgroup
calls. Talk duration lasts from the time the call is
connected until the time the call is disconnected, parked
or transferred. (Hold time is not included in talk time.)
Lower half of window (Totals, Averages, and Percentages)
Total Inbound Calls
Answered
Total of
In Calls Ans
Total Talk Time
Total duration of
In Talk Time
.
Average Talk Time
Total Talk Time
divided by
Total Inbound Calls
Answered
Total Connected
Outbound Calls
Total of
Out Call Ans
Total Talk Time
Total duration of
Out Talk Time
.
Average Talk Time
Total Talk Time
divided by
Total Connected
Outbound Calls
Total Number of
Wrap-Up
Total number of Wrap-ups for both incoming and
outgoing workgroup calls.
Agent Statistics Window
Shown in “Statistics (WG Statistics)” on page 30
Field
Definition