AltiGen MAXCS 7.5 CDR - Manual (Page 55)

Records and Data Schema
CDR Manual 51
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Out Talk Time
Sum of talk duration of connected outbound
workgroup calls. Talk duration lasts from the time the
call is connected until the time the call is
disconnected, parked or transferred. (Hold time is
not included in talk time.)
Lower half of window (Totals, Averages, and Percentages)
Total Inbound Calls
Answered
Total of In Calls Ans
Total Talk Time Total duration of In Talk Time
Average Talk Time
Total Talk Time divided by Total Inbound Calls
Answered
Total Connected
Outbound Calls
Total of Out Call Ans
Total Talk Time Total duration of Out Talk Time
Average Talk Time
Total Talk Time divided by Total Connected
Outbound Calls
Total Number of Wrap-Up
Total number of Wrap-ups for both incoming and
outgoing workgroup calls
Total Wrap-up Time
Total of Wrap-up duration (time while agent is in
wrap-up state) for both incoming and outgoing calls
Average Wrap-up Time
Total Wrap-up Time divided by Total Number of
Wrap-up
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)”
Field Definition
Upper half of window
ID Number assigned by CDR Search 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.
Field Definition