AltiGen MAXCS 7.5 CDR - Manual (Page 54)

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50 CDR Manual
WG Statistics Search Results: Agent Statistics Window
This is shown in the “Statistics (WG Statistics)” section.
VM Record Duration
Duration of recording time for a VM message that was
completed; in MaxCommunicator, this corresponds to
Length field of a voicemail.
Hold Duration Duration while call was on hold or parked
Talk Duration
Duration while the call is answered by a person; see
Table 9, “CDRMAIN" for details)
Record Duration Duration of conversation recording
Exit State
The last state of call before the call record is logged; (see
Table 9, “CDRMAIN" for details)
URL
URL when “call” is initiated by AltiWeb user clicking the make-call
button
User Data Agent input
Field Definition
Upper half of window
ID Number assigned by MAXCS to this record
Date
Date of time interval
Time Time interval for these call statistics
In Call Ans
Count of incoming workgroup calls that were
answered by an agent; if a login agent uses Pick Call
from Queue feature in MaxAgent, this counter is also
incremented. If the incoming workgroup call is
answered by an agent, then transferred or parked,
the transferred or parked call is considered out of this
workgroup.
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)
Field Definition