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Records and Data Schema
CDR Manual 53
Records and
Data Schema
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
no
t 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
ag
ents; 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
Du
ration
Sum of talk duration of incoming answered workgroup
calls. Talk duration lasts fr
om 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
ne
eds to log into this workgroup)
Outgoing Calls Duration
Sum of talk duration of connected outbound
w
orkgroup 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 auto
matically 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
ag
ent
Calls Abandoned to VM
without Msg
Count of calls abandoned to VM (by caller pressing a
digit or by system auto
matically redirecting caller to
VM where the caller did not leave a message
Overflowed/Redirected
Count of calls that overflowed from the workgroup
qu
eue or redirected to other destinations;
- WARNING! 2
- TRADEMARKS 2
- Contents 3
- HAPTER 4 4
- HAPTER 5 4
- Installing CDR Search 5
- Pre-Installation Checklist 6
- Uninstalling CDR Search 6
- Downgrade Procedure 6
- CDR Manual 3 7
- 4 CDR Manual 8
- CDR Overview 9
- 6 CDR Manual 10
- Service) 11
- 8 CDR Manual 12
- Call Center Events and CDR 13
- Past and Present CDR 13
- Multi-Project Naming 14
- Login and Logout 15
- Changing Time Settings 15
- 12 CDR Manual 16
- Using CDR Search 17
- Logging In 18
- 14 CDR Manual 18
- CDR Manual 15 19
- 16 CDR Manual 20
- CDR Manual 17 21
- Running a Search 22
- CDR Manual 19 23
- 20 CDR Manual 24
- CDR Manual 21 25
- Group CDR Search 26
- CDR Manual 23 27
- Workgroup Statistics Search 28
- Search Results 29
- 26 CDR Manual 30
- Call Details 31
- Session ID Call Details 32
- Statistics (WG Statistics) 33
- 30 CDR Manual 34
- Exporting Records 36
- Printing Records 37
- 34 CDR Manual 38
- Data Storage 39
- Logger Service Configuration 40
- CDR Manual 37 41
- Testing the DB Dialog 42
- Limitations 43
- 40 CDR Manual 44
- CDR / Workgroup CDR Search: 45
- Typical Searches 45
- Example CDR Searches 46
- Sample CDR 47
- Searches 47
- CDR Records 48
- 46 CDR Manual 50
- Records and Data Schema 51
- Record Window for Call Info 52
- Records and 53
- Data Schema 53
- 50 CDR Manual 54
- Date of time interval 54
- 52 CDR Manual 56
- Workgroup Statistics Window 57
- 54 CDR Manual 58
- 56 CDR Manual 60
- Database 60
- Definition Type Specification 60
- Table 2: AGENTPERWGSUMMARY1 61
- Table 3: AGENTPERWGSUMMARY2 62
- Table 4: AGENTPERWGSUMMARY3 64
- Table 5: AGENTSUMMARY1 64
- Table 6: AGENTSUMMARY2 65
- Table 7: AGENTSUMMARY3 66
- Table 8: AGENTSUMMARY4 67
- Table 9: CDRMAIN 67
- 64 CDR Manual 68
- 66 CDR Manual 70
- 68 CDR Manual 72
- CDR Manual 69 73
- Table 10: WGRTSUMMARY 74
- 72 CDR Manual 76
- Table 11: WGSUMMARY 77
- 74 CDR Manual 78
- 76 CDR Manual 80
- Table 12: EXTINFORMATION 82
- Table 13: WGMEMBER 83
- 80 CDR Manual 84
- Glossary 85
- 90 CDR Manual 94
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