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CDR Manual 91

Glossary

The wrapup time can be a fixed number of minutes after which the agent is forced

back into taking calls, or it can be variable, controlled by MaxAgent, where the

agent “releases” their phone for the next call. The settings can be designed to allow

agents to control the wrapup time until a limit occurs (the fixed time).

1 2 ... 90 91 92 93 94 95 96 97

Call Detail 1
Reporting 1
WARNING! 2
TRADEMARKS 2
Contents 3
HAPTER 4 4
HAPTER 5 4
System Requirements 5
Hardware Requirements 5
Pre-Installation Checklist 6
Uninstalling CDR Search 6
Downgrade Procedure 6
CDR Manual 3 7
4 CDR Manual 8
Logging In 10
6 CDR Manual 10
Using CDR Search 11
CDR Manual 7 11
8 CDR Manual 12
CDR Manual 9 13
Running a Search 14
CDR Manual 11 15
12 CDR Manual 16
CDR Manual 13 17
Group CDR Search 18
CDR Manual 15 19
Workgroup Statistics Search 20
Search Results 21
18 CDR Manual 22
Call Details 23
Session ID Call Details 24
Detail button 25
Copy Session ID to Clipboard 25
Statistics (WG Statistics) 26
Exporting Records 28
Printing Records 28
CDR Overview 29
26 CDR Manual 30
Service) 31
28 CDR Manual 32
Call Center Events and CDR 33
Past and Present CDR 33
Routing and Route Name 34
Multi-Project Naming 34
Login and Log-out 35
Changing Time Settings 35
32 CDR Manual 36
Data Storage 37
Logger Service Configuration 38
CDR Manual 35 39
Testing the DB Dialog 40
Limitations 41
38 CDR Manual 42
CDR and Workgroup CDR Search 43
— Typical Searches 43
Example CDR Searches 44
CDR Records 46
CDR Manual 43 47
44 CDR Manual 48
Records and Data Schema 49
Detail Window 50
Record Window for “Call Info” 51
Agent Statistics Window 53
52 CDR Manual 56
Workgroup Statistics Window 57
Data Schema 62
Table 2:AGENTPERWGSUMMARY1 63
Table 3:AGENTPERWGSUMMARY2 64
Records and 65
Table 4:AGENTPERWGSUMMARY3 66
Table 5:AGENTSUMMARY1 66
Table 6:AGENTSUMMARY2 67
Table 7:AGENTSUMMARY3 68
Table 8:AGENTSUMMARY4 69
Table 9: CDRMAIN 70
72 CDR Manual 76
Table 10: WGRTSUMMARY 77
74 CDR Manual 78
Database 78
Definition Type Specification 78
Table 11: WGSUMMARY 79
76 CDR Manual 80
78 CDR Manual 82
Table 12:EXTINFORMATION 84
Table 13:WGMEMBER 85
82 CDR Manual 86
Glossary 87
92 CDR Manual 96

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