AltiGen MAXCS 7.0 CDR - Manual (Page 58)

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54 CDR Manual
Wait Time for Answered
Calls Sum of wait time (queue duration + ring duration) for
Calls Answered
Wait Time for
Abandoned Calls
Sum of wait time (queue duration + ring duration) of all
abandoned calls
Lower half of window (Totals, Averages, and Percentages)
Group Inbound Calls Summary
Group Total Inbound
Calls Total of all inbound calls, including Answered,
Overflowed, and all Abandoned calls
Total Calls Without
Queueing
Total of calls with queue duration of zero.
Total Calls in Queue Total of Calls in Queue
Total Calls
Answered
Total of Calls Answered
Total Calls
Overflowed
Total of Overflowed/Redirected
Total Calls
Abandoned
Total of Calls Abandoned which is the sum of
Abandoned in Queue, Abandoned During Ring,
Abandoned to Voice Mail, and Abandoned to
Others in the following sub-categories.
Abandoned in
Queue
Total of Calls Abandoned in Queue
Abandoned
during Ring
Total of Calls Abandoned during Ring
Abandoned to
Voice Mail
Total of calls abandoned to voice mail, which is the
sum of Leave VM and Without VM in the following
sub-category.
Leave VM Total of Calls Transferred to VM
Without VM Total of Calls Abandoned during VM
Abandoned to
App or Others
Total of calls redirected to a target other than VM,
when caller in queue presses a digit. Abandoned to
application is also included.
Historical Service Level
Total Calls
Answered Within SL
Total of Calls Answered with Queue Duration less
than or equal to the Service Level Threshold
configured in Workgroup Configuration window of
MAXCS/MaxAdmin
Field Definition