AltiGen MAXCS 7.0 Update 1 AltiReport - Manual (Page 60)

56 AltiReport Manual
•
%—Percentage that number is of the total workgroup calls for the specified time
period ([All Calls] Calls/)
• Talk—Total talk time on all that agent’s calls
•
%—Percentage that duration is of the total workgroup talk time for the specified
time period ([All Calls] Talk/[All Calls])
• Agent calls are then broken out into categories: Workgroup Inbound, Workgroup
Outbound, Direct Inbound, Direct Outbound. Each category displays the following:
•
Calls—Total calls the agent was connected to in that category during the
specified time period for the specified workgroup
•
%—Percentage that number is of all workgroup calls that fall into that category
in the specified time period ([category] Calls/[category])
•
Talk—Agent’s total talk time in that category
•
%—Percentage that duration is of total workgroup talk time in that category in
the specified time period ([category] Talk/[category])
Data Source
All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2,
AGENTSUMMARY1, AGENTSUMMARY2