AltiGen MAXCS 7.0 AltiReport - Manual (Page 67)

Chapter 3: The Reports
AltiReport Manual 63
2208 - Workgroup Outbound Call Handling Summary
Description: Reports call handling information for connected outbound calls for the
specified workgroup.
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. Select a group-by option.
7. Specify whether to include empty records.
8. Click Run Report to run the report.
9. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 21. This report data is displayed in weekly intervals for a one-month period for the
Customer Service workgroup.
Report Fields
• Start Time—Start date for the report
• Workgroup—Workgroup’s extension number
• Total Connected Calls—Total connected outbound calls for the specified
workgroup in the specified time period.
• Total Talk Time—Total talk time on those calls
• Avg Talk Time—Average talk time per outbound call (Total Talk Time/Total
Connected Calls)
• Total Handling Time—Total time required by all outbound calls for talk, hold, and
wrap-up
• Avg Handling Time—Average handling time per call (Total Handling Time/Total
Connected Calls)
• # of Xfer—Number of connected outbound calls that were transferred