AltiGen MAXCS 7.0 Update 1 CDR - Manual (Page 57)

Records and Data Schema
CDR Manual 53
Re
co
rd
s an
d
Data S
c
hema
Workgroup Statistics Window
Field Definition
Upper half of window
ID Number assigned by CDR Search to this record
Date Date of the time interval
Time Time interval for these call statistics
Incoming Calls Incoming workgroup calls
Calls in Queue
Count of calls in workgroup queue while all agents are
not available; when agent RNA and “No Answer Call
Handling” is set to Forward to Next Group Member,
this call is re-queued but will not be counted twice.
Calls Answered
Count of workgroup calls that were answered by
agents; if a login agent uses Pick Call from Queue
feature in MaxAgent, this counter is also incremented.
If the incoming workgroup call is answered by an
agent, then transferred or parked, the transferred or
parked call is considered out of this workgroup.
Calls Answered
Duration
Sum of talk duration of incoming answered workgroup
calls. Talk duration lasts from the time an agent
answers the call until the time the call is disconnected,
parked or transferred. (Hold time is not included in talk
time.)
Outgoing Calls
Count of outgoing connected workgroup calls. (Agent
needs to log into this workgroup)
Outgoing Calls Duration
Sum of talk duration of connected outbound
workgroup calls. Talk duration lasts from the time the
call is connected until the time the call is disconnected,
parked or transferred. (Hold time is not included in talk
time.)
Calls Abandoned to VM
with Msg
Count of calls abandoned to VM (by caller pressing a
digit or by system automatically redirecting caller to
VM where caller leaves a message
Calls Abandoned in
Queue Count of caller hang up while in queue listening to
music or queue greeting
Calls Abandoned during
Ring Count of caller hang up while ringing a workgroup
agent
Calls Abandoned to VM
without Msg
Count of calls abandoned to VM (by caller pressing a
digit or by system automatically redirecting caller to
VM where the caller did not leave a message
Overflowed/Redirected
Count of calls that overflowed from the workgroup
queue or redirected to other destinations;