AltiGen MAXCS 7.0 AltiReport - Manual (Page 88)

84 AltiReport Manual
2310 - Cumulative Outbound Calls Handling
Description: Reports statistics for outbound calls handled by the specified workgroup.
Reports results in table format and two graphs.
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 if you want the data reported by hour of day or by day of week.
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. Click Run Report to run the report.
7. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 40. This report shows outbound call data for workgroup 450 for the month of
February, from 7 a.m. to 6 p.m. The report interval is hour of day.
Report Fields
• [Report interval]—The report interval specified in the query: Day of Week or Hour
of Day
• Total Connected Calls—Shows the total number of connected outbound calls for
the specified workgroup in the specified time period
• Total Talk Time—Total talk time on all outbound calls
• Avg Talk Time—Average talk time per call (Total Talk Time/Total Connected Calls)
• Total Handling Time—Total handling time (talk time + hold time + wrap-up time)
on all connected calls
• Avg Handling Time—Average handling time per call (Total handling Time/Total
Connected Calls)
• # of Xfer—Total number of outbound calls that were transferred
The data is also displayed in two graphs: