AltiGen MAXCS 7.0 AltiReport User Manual

Page 107

Chapter 3: The Reports

AltiReport Manual 103

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Hold Time—Total time that answered calls spent on hold

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Avg Hold—Average hold time per call (Hold Time/[Answered] # of Calls)

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Abandoned (all calls with talk duration = 0 and abandon target type > 0)*

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# of Calls—Number of calls to this DNIS number that were abandoned by an
agent

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% of Calls—Percentage that number is of Total Calls ([Abandoned] # of Calls/
Total Calls)

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Hangs in Queue—Number of calls that were abandoned while in queue

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Hangs in Ring—Number of calls that were abandoned during ring

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Overflowed (all calls with talk duration = 0 and abandon target type = 0)*

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# of Calls—Number of calls to this DNIS number that were overflowed

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% of Calls—Percentage that number is of Total Calls ([Overflowed] # of Calls/
Total Calls)

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# of VM—Number of callers that left voice mail (Exit states are 15, 16.)

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# of Calls in Queue—Number of calls that spent time in queue (Exit state is 6.)

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# of Xfer—Number of calls that were transferred (Exit state is 12.)

Data Source

All data from the table CDRMAIN

*Exit states of Answered, Abandoned, and Overflowed calls:

Answered: Exit states are 8, 9, 10, 11, 12, 23, 24, 25.
Abandoned: Exit state is 6.
Overflowed: Exit state is 7.