AltiGen comm MAXCS 87 CDR Manual

Records and Data Schema
CDR Manual 45
WG Statistics Search Results: Agent Statistics Window
This is shown in the “Statistics (WG Statistics)” section.
Field Definition
Upper half of window
ID Number assigned by MAXCS to this record
Date
Date of time interval
Time Time interval for these call statistics
In Call AnsCount of incoming workgroup calls that were 
answered by an agent; if a login agent uses Pick Call 
from Queue feature in MaxAgent, this counter is also 
incremented. If the incoming workgroup...

Search Results
46 CDR Manual
Total Wrap-up TimeTotal of Wrap-up duration (time while agent is in 
wrap-up state) for both incoming and outgoing calls
Average Wrap-up TimeTotal Wrap-up Time divided by Total Number of 
Wrap-up
Agent Statistics per Workgroup Window
Shown in “Statistics (WG Statistics)”
Field Definition
Upper half of window
ID Number assigned by CDR Search to this record
Date
Date of time interval
Time Time interval for these call statistics
In Call AnsCount of incoming workgroup calls that...

Records and Data Schema
CDR Manual 47
Total Inbound Calls 
AnsweredTotal of In Calls Ans
Total Talk Time Total of In Talk Time
Average Talk TimeTotal Talk Time divided by Total Inbound Calls 
Answered
Total Connected Outbound 
CallsTotal of Out Calls Ans
Total Talk Time Total of Out Talk Time
Average Talk TimeTotal Talk Time divided by Total Connected 
Outbound Calls
Total Number of Wrap-upsTotal number of Wrap-ups for both incoming and 
outgoing workgroup calls.
Total Wrap-up TimeTotal of wrap-up...

Search Results
48 CDR Manual
Workgroup Statistics Window
FieldDefinition
Upper half of window
IDNumber assigned by CDR Search to this record
DateDate of the time interval
TimeTime interval for these call statistics
Incoming CallsIncoming 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...

Records and Data Schema
CDR Manual 49
Wait Time for Answered 
CallsSum of wait time (queue duration + ring duration) for 
Calls Answered
Wait Time for 
Abandoned CallsSum 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 
CallsTotal of all inbound calls, including Answered, 
Overflowed, and all Abandoned calls
Total Calls Without 
Queueing Total of calls with queue duration of...

Search Results
50 CDR Manual
Total Callback 
CallsTotal callback calls either connected or failed
Callback 
ConnectedCallback calls that connected
Callback 
FailedCallback calls that failed
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
Total Inbound Talk TimeTotal of Calls Answered Duration
Average Inbound Talk 
TimeTotal Inbound Talk...

Records and Data Schema
CDR Manual 51
Data Schema 
This section describes the data schema used in CDR and RTM records.
Table: AGENTACTIVITY
Database 
ElementDefinitionTypeSpecification
VersionVersion of the 
recordLONG2 = OE/ACM 5.0A
NodeID
Server ID (System 
ID) assigned to a 
MAXCS system in 
MaxAdmin
LONGvalue: 1–100 
Time_Stamp
GMT time when 
activity occurs.  
Seconds since 
1970/01/01 
00:00:00.
LONG
GMTOffset
Offset to GMT time, 
includes daytime 
savings, in 
seconds; ex: Pacific 
Summer time...

Data Schema
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ActivityActivity of the AgentLONG
1 = Staff
2 = UnStaff 
3 = Login 
4 = Logout 
5 = Ready 
6 = DNDFWD
7 = Not Ready
8 = Wrapup
9 = Error
ReasonReason for Activity. 
(For logout, it is 
logout reason code)LONG
96 = Network issues caused the 
system to log out an IP phone 
agent from the workgroup.
97 = Agent’s physical or IP 
extension is changed to virtual 
extension. System logs out the 
extension from workgroup.
98 = Supervisor logs out the 
agent.
99 = Agent ring no answer....

Records and Data Schema
CDR Manual 53
Table: AGENTPERWGSUMMARY1
Agent per Workgroup Statistics during the time interval specified by Start 
Time and End Time.
Database 
ElementDefinitionTypeSpecification
Version Version of the record LONG 2 = OE/ACM 5.0A
NodeIDServer ID (System ID) assigned to 
an MAXCS system in MaxAdminLONG value: 1–100 
StartTimeGMT start time of record's period.  
Seconds since 1970/01/01 
00:00:00.LONG
EndTimeGMT end time of record's period. 
Seconds since GMT 1970/01/01...

Data Schema
54 CDR Manual
Table: AGENTPERWGSUMMARY2
Database ElementDefinitionTypeSpecification
VersionVersion of the recordLONG2 = OE/ACM 5.0A
NodeIDServer ID (System ID) 
assigned to a MAXCS 
system in MaxAdminLONGvalue: 1–100 
uidUnique ID to link to 
AGENTPERWGSUMMA
RY1LONG
NumInWGCallTotal inbound WG calls 
during intervalLONG
NumInWGAnswere
dNumber of incoming 
workgroup calls answered 
by this agentLONG
NumInWGRNATotal of agent RNALONG
DurInWGAnsRingRing duration of answered 
calls workgroup...