AltiGen MAXCS 7.5 AltiReport - Manual (Page 107)

Chapter 3: The Reports
AltiReport Manual 103
• Hold Time—Total time that answered calls spent on hold
•
Avg Hold—Average hold time per call (Hold Time/[Answered] # of Calls)
•
Abandoned (all calls with talk duration = 0 and abandon target type > 0)*
• # of Calls—Number of calls to this DNIS number that were abandoned by an
agent
• % of Calls—Percentage that number is of Total Calls ([Abandoned] # of Calls/
Total Calls)
• Hangs in Queue—Number of calls that were abandoned while in queue
• Hangs in Ring—Number of calls that were abandoned during ring
• Overflowed (all calls with talk duration = 0 and abandon target type = 0)*
•
# of Calls—Number of calls to this DNIS number that were overflowed
•
% of Calls—Percentage that number is of Total Calls ([Overflowed] # of Calls/
Total Calls)
•
# of VM—Number of callers that left voice mail (Exit states are 15, 16.)
•
# of Calls in Queue—Number of calls that spent time in queue (Exit state is 6.)
•
# of Xfer—Number of calls that were transferred (Exit state is 12.)
Data Source
All data from the table CDRMAIN
*Exit states of Answered, Abandoned, and Overflowed calls:
Answered: Exit states are 8, 9, 10, 11, 12, 23, 24, 25.
Abandoned: Exit state is 6.
Overflowed: Exit state is 7.