Altigen MaxReports, Manual

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26 MaxReports Manual
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Duration in Different Call States —Displays how long the call spent in different
call states:
• AA/IVR—Listening to and making a selection in the AA/IVR
• Queue—Waiting for an agent after making a selection
• Ring—Waiting for an agent to answer a ring
• Talk—Talking with an agent
• Hold—Time spent on hold after talking with an agent starts
• Rec—For how long the call was recorded
• Start Priority —The priority this call had when it came in.
• Within SLT —Was the time the caller had to wait before connecting to an agent
within the service level threshold specified, Yes or No. (The Service Level Threshold
is set in MaxACD Administrator >
Workgroup Configuration > General tab.)
• Exit State —The state the call was in when the caller exited the call. Examples:
Connected, Hang up During Ring, Go to VM with Voice Message, Go to VM without
leaving voice message.
• Session ID —a unique number assigned by MaxACD to a call
• Seq ID —A unique number that identifies multiple records of the same call (same
Session ID)
Data Source
All data from the table CDRMain