The Workgroup Monitoring application defaults to display a summary report of the current day’s activity for all users in the workgroup. Click on a header to sort the list by that value.
Summary fields:
- DID: The direct phone number for the user.
- FName: User’s first name (from user record).
- LName: User’s last name (from user record).
- State: The current call state of the user. Values are Active (on a call) or Released (not on a call).
- In/Out: The number of inbound calls and outbound calls.
- Calls: The total number of calls.
- In Time: Total time spent on inbound calls (hh:mm:ss).
- Out Time: Total time spent on outbound calls (hh:mm:ss).
- Talk Time: Total time spent on all calls (hh:mm:ss).
- Avg Time: Average time spent on calls (hh:mm:ss).
- +10: Number of calls lasting over 10 minutes.
Additional Functions available include viewing and searching record details.