AltiGen MAXCS 7.5 AltiReport User Manual

Page 44

AltiReport

Manual

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Calls—Total number of direct inbound calls that were put on hold

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Talk—Total hold time on those direct inbound calls

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Avg—Average hold time per call that was put on hold (Talk/Calls)

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For calls sent to VM

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Calls—Total number of direct inbound calls sent to voice mail

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Talk—Total time the caller was in voice mail

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Avg—Average time spent in voice mail per call that went to VM (Talk/Calls)

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Direct Outbound Calls—Displays the following call statistics:

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For Connected calls

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Calls—Total number of direct outbound calls that were connected

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Talk—Total talk time on those direct outbound calls

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Avg—Average talk time per call (Talk/Calls)

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For calls put on Hold

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Calls—Total number of connected outbound calls that were put on hold

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Talk—Total hold time on those calls

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Avg—Average hold time per call that was put on hold (Talk/Calls)

Data Source

All data from the tables AGENTSUMMARY1, AGENTSUMMARY2.