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Inbound Call Calculations

Average Talk Time = Total Talk Time /Total Calls
Average Hold Time = Total Hold Time /Total Calls
Average After Call Work Time = Total After Call Work Time /Total Calls
Average Handle Time = (Total Talk Time + Total Hold Time + Total After Call Work Time)/Total Calls
Max Delay = The maximum time a caller waited in a queue before:
- Being Answered
- Abandoning

Outbound Call Glossary

Abandoned - An abandoned call is any ACD call in which a caller hangs up before receiving an answer from an agent and for which CMS receives notification that the caller abandoned. Phantom abandons (PHANTOMABNS) are included as abandoned calls.
Answered - An answered call is any split/skill or direct agent ACD call for which CMS receives an indication that the call was answered by an agent and was not a phantom abandon.
Connected - A connected call is a non-ACD call to a measured agent for which CMS receives an indication that the call was connected.
Outbound - Other calls include any other calls that do not fall into categories such as answered or abandoned. See definitions for individual tables for OTHERCALLS.

CMS: Timezone selection only works for Interval reports. Daily, Weekly and Monthly reports default to AEST (GMT + 10, BNE Timezone) and do not have the ability to be changed.
Web: Allows timezone selection for all reports.

Difference in OTRS search and reports

Email counts for OTRS reports are based on date that email was sent, for this ticket.
OTRS Reports count two emails when two are sent from a single ticket, whereas OTRS search shows only the single ticket.
OTRS Reports shows the staff member who sent an email, whereas OTRS search shows the current owner of a ticket.

Version 1.3