AltiGen MAXCS 7.0 Update 1 AltiReport - Manual (Page 71)

Chapter 3: The Reports
AltiReport Manual 67
2301 - Workgroup Inbound Answered Calls Wait Time
Description: Reports the wait time (queue time + ring time), in seconds, for answered
calls for the specified workgroup. Reports in table format and two graphs: distribution
and cumulative.
Report Options
1. Select an agent, if you want only that agent’s workgroups to appear in the
workgroup selection list.
2. Select workgroup(s).
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Specify an increment for wait time (from every 5 seconds to every 300 seconds).
7. Click Run Report to run the report.
8. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 23. The one-week reporting period specified is broken out by day and reported in
intervals of 60 seconds.
Report Fields
•
Start Date—Start date for the report
•
Total Calls Answered—Number of inbound workgroup calls answered in the
specified time period.
•
Answered Calls Wait Time—Wait time = queue time + ring time. Data is broken
out into wait time, in intervals of seconds, as specified in the report (for example,
calls answered in the first 30 seconds, calls answered in the second 30 seconds, and
so on). The time intervals are column headings. Each interval has two columns:
• Calls—Number of calls that waited the length of time specified in the column
heading before being answered by an agent.
• %—The percentage that number is of the total calls answered in the specified
time period ([time interval] Calls/Total Calls Answered)