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54 CDR Manual

Wait Time for Answered

Calls

Sum of wait time (queue duration + ring duration) for

Calls Answered

Wait Time for

Abando

ned Calls

Sum 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

Calls

Total of all inbound calls, including An

swered,

Overflowed, and all Abandoned calls

Total Calls Without

Queueing

Total of calls with queue duration of

zero.

Total Calls in Queue Total of Calls in

Queue

Total Calls

Answer

Total of Calls A

nswered

Total Calls

Overflowed

Total of Overflowed

/Redirected

Total Calls

Abando

ned

Total of Calls A

bandoned 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

Queue

Total of Calls A

bandoned in Queue

Abandoned

uring Ring

Total of Calls A

bandoned during Ring

Abandoned to

Voic

e Mail

Total of ca

lls abandoned to voice mail, which is the

sum of Leave VM and Without VM in the following

sub-category.

Leave VM Total of Calls T

ransferred to VM

Without VM Total of Calls A

bandoned during VM

Abandoned to

App or

Others

Total of calls redirected to a target other than VM,

hen caller in queue presses a digit. Abandoned to

application is also included.

Historical Service Level

Total Calls

Answer

ed Within SL

Total of Calls A

nswered with Queue Duration less

than or equal to the Service Level Threshold

configured in Workgroup Configuration window of

MAXCS/MaxAdmin

Field Definition

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