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Summary Reporting in Workgroup Monitoring

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  4. Summary Reporting in Workgroup Monitoring

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.

RTAP 12

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.

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