Altigen CDR Search 4.0, User Manual

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Viewing Group Statistics
Center 4.0 User Guide 47
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• Average wait time for answered calls—the average amount of time
a caller is in queue before being answered.
• Average wait time for abandoned calls—the average amount of time
calls were in queue before they were abandoned. Abandoned means
that the caller has hung up before the call was answered.
• Calls abandoned—the number of calls abandoned since midnight.
• Average talk time—the average amount of time workgroup agents are
actually talking to callers. The average time per agent is shown in the
Agent Statistics window.
• Busy—the number of agents whose phones are off hook, or the
extension is in the Forward All Calls or Do Not Disturb state.
Switching Workgroup Views
Click the workgroup extension tab at the bottom of the panel to view
statistics for another workgroup.
Exporting or Printing Statistics
Use the Export button and then specify a directory and file name to save
records to a CSF (Call Summary Format) file, or use the Print button to
print the records.
Because these statistics are reset every night at midnight, if
you do not exports or print records before the reset, you
cannot recover the data.