AltiGen comm MAXCS 87 CDR Manual
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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 call is answered by an agent, then transferred or parked, the transferred or parked call is considered out of this workgroup. In Talk TimeSum 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.) Out Call AnsCount of connected outbound workgroup calls. (Agent needs to login to outbound workgroup) Out Talk TimeSum 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.) Lower half of window (Totals, Averages, and Percentages) Total Inbound Calls AnsweredTotal of In Calls Ans Total Talk Time Total duration of In Talk Time Average Talk TimeTotal Talk Time divided by Total Inbound Calls Answered Total Connected Outbound CallsTotal of Out Call Ans Total Talk Time Total duration of Out Talk Time Average Talk TimeTotal Talk Time divided by Total Connected Outbound Calls Total Number of Wrap-UpTotal number of Wrap-ups for both incoming and outgoing workgroup calls
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 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 call is answered by an agent, then transferred or parked, the transferred or parked call is considered out of this workgroup. In Talk TimeSum 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.) Out Call AnsCount of connected outbound workgroup calls. (Agent needs to log in to outbound workgroup) Out Talk TimeSum 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.) Login TimeDate and time agent last logged into this WG within or before specified time interval Logout TimeDate and time agent last logged out of this WG within or before specified time interval Logout Reason Logout Reason code Lower half of window (Totals, Averages and Percentages) Total Logged In Time Total of agent login duration to this workgroup Field Definition
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 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
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 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 CallsCount 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 MsgCount 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 QueueCount of caller hang up while in queue listening to music or queue greeting Calls Abandoned during RingCount of caller hang up while ringing a workgroup agent Calls Abandoned to VM without MsgCount 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/RedirectedCount of calls that overflowed from the workgroup queue or redirected to other destinations;
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 zero. Total Calls in QueueTotal of Calls in Queue Total Calls AnsweredTotal of Calls Answered Total Calls OverflowedTotal of Overflowed/Redirected Callback RequestsTotal Overflow/Redirected calls that were Callback requests OtherTotal Overflow/Redirected calls that were not Callback requests Total Calls AbandonedTotal 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 QueueTotal of Calls Abandoned in Queue Abandoned during RingTotal of Calls Abandoned during Ring Abandoned to Voice MailTotal of calls abandoned to voice mail, which is the sum of Leave VM and Without VM in the following sub-category. Leave VMTotal of Calls Transferred to VM Without VMTotal of Calls Abandoned during VM Abandoned to App or OthersTotal of calls redirected to a target other than VM, when caller in queue presses a digit. Abandoned to application is also included. Group Callback Calls Field Definition
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 Time divided by Total Calls Answered Average Wait Time for Answered CallsTotal Wait Time for Answered Calls divided by T o t a l Calls Answered Average Wait Time for Overflowed CallsTotal Wait Time (Queue Duration + Ring Duration) for Overflowed Calls divided by Total Calls Overflowed Average Wait Time for Abandoned CallsTotal Wait Time (Queue Duration + Ring Duration) for Abandoned Calls divided by Total Calls Abandoned Total Wait Time for Answered CallsTotal of Wait Time (Queue Duration + Ring Duration) for Answered Calls Total Wait Time for Overflowed CallsTotal Wait Time (Queue Duration + Ring Duration) for overflowed calls Total Wait Time for Abandoned CallsTotal of Wait Time (Queue Duration + Ring Duration) for Abandoned Calls Total Outbound Connected CallsTotal of Outgoing Calls Total Outbound Talk TimeTotal of Outgoing Calls Duration Average Outbound Talk TimeTotal Outbound Talk Time divided by Total Outbound Connected Calls Field Definition
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 25200 LONG LocalDay 8 digit number representing date ex: 20040608 = 06/ 08/2004LONGFormat: yyyymmdd DayOfWeekDay of the weekLONG 0 = Sunday 1 = Monday 2 = Tuesday 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday AgentNumAgent Extension NumberLONG WGNumWorkgroup NumberLONG
Data Schema 52 CDR Manual 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. System logs out the agent from workgroup based on configuration WrapUpSessi onIDCall session, for wrap upLONG WrapUpDirec tionCall direction, for wrap upLONG When Activity = 8 (Wrapup), 1 = inbound wrap-up 2 = outbound wrap-up WrapUpDurat ionWrap up durationLONG ReasonDescr iptionDescription of the Logout reasonCHAR(6 4) Database ElementDefinitionTypeSpecification
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 00:00:00.LONG GMTOffsetOffset to GMT time, includes daytime savings, in seconds; ex: Pacific Summer time 25200LONG LocalDay8 digit number representing date ex: 20040608 = 06/08/2004LONGFormat: yyyymmdd DayOfWeek Day of the week LONG0 = Sunday 1 = Monday 2 = Tuesday 3 = Wednesday 4 = Thursday 5 = Friday 6 = Saturday AgentNumAgent Extension Number LONG WGNumWorkgroup Number LONG uidUnique ID to link to AGENTPERWGSUMMARY2 and AGENTPERWGSUMMARY3LONG
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 callsLONG DurInWGTalk Talk duration of incoming calls (NumInWGAnswered), starting from the time the agent answers a call until the call is disconnected, transferred, or parked LONG NumInWGWrapUpNumber of Wrap-ups for incoming callsLONG DurInWGWrapUpWrap-up duration for incoming callsLONG NumInWGVMCount of WG calls to agent's VM with messageLONG DurInWGVMTotal duration of voicemail messageLONG NumInWGHold Number of incoming calls hold by agent (One call hold multiple times count once only) LONG DurInWGHoldHold duration of incoming callsLONG NumOutWGConnect edCount of outgoing connected calls including trunk and extension callsLONG