Active FTP: Limits time of an inactive session; before disconnecting it, administrators enter its value in seconds.
Abandoned Calls: On queue finished by clients before getting an answer.
Abandonment: Answered calls before the telephone ringed.
Agent: User who is going to answer generated calls.
ANI: Client’s telephone number.
Answered Calls: Answered calls by agents with a few seconds of duration. Talking time > threshold dialog.
Answered Transfer: Transferred calls answered by agents with a few seconds of duration. Talking time > threshold dialog.
Area: Area name (as configured in CenterWare).
Assigned and BR: Also known as “abandoned calls”, it refers to calls answered before ringing.
Assigned and NA: Transferred calls but not answered.
Attention Time: Average amount of time of each call. (Including talking time and wrap-up time).
Available Positions: Average position time, for example, if during an hour there were two registered positions, but each last just 30 minutes, then work time will be one hour.
Average Attention: Average amount of time of each call. Taking time plus wrap-up time.
Average Listening Time: Time during which CenterWare listens to the message of an answering machine.
Average Time of Abandonment: Time before abandoning on queue calls.
Average Time of Answer: Time before answering on queue calls.
Average Time On Queue: Time before transferring on queue calls.
Average Time On Queue: Time during which calls are on queue before transferring them to an agent.
Busy (dialing answer): Dialed telephone was busy.
Call Disposition: Agent’s interpretation of a call.
Call_ID: Call identifier, allows searching a recording.
Canceled: Manual calls finished before getting an answer.
Connected (dialing answer): Calls generated automatically and answered by clients.
Connected Calls: Calls answered by clients.
Data 1 to 5: If users entered this information in “load records” or “call management” areas, they will appear in this report according to the provided information. Please notice that if a call has been modified, the information will correspond to the last modification.
Date: Inbound or outbound call date.
Destination: Extension, IP or number of the transfer.
Extension: Telephone key to transfer a call.
Failure: Time during which agents did not answer calls because of a failure.
Fax/Modem (dialing answer): Connected calls but answered by a fax.
Finish Date: Date and time of the end of the transfer.
Finished After Ringing: Finished calls during ringing. That is, agent’s telephone ringed a few times but the agent did not answer. Ringing time < threshold ring.
Finished Before Ringing: Finished calls before agent’s telephone ringed.
Finished by agent: Calls finished by agents.
Finished by client: Calls finished by clients.
Finished Calls: Calls finished by clients while on queue, i.e. not transferred calls to agents.
Finished while Talking: Finished calls after being answered by agents, that is, with a few seconds of duration. Talking time < threshold dialog.
Login: Agent’s log in time.
Logout: Agent’s log out time.
Manual Calls: Calls dialed directly by agents.
Maximum Time: Maximum waiting time to be attended.
Missed Calls: Calls that were missed because agents answered the telephone before it ringed.
Missed Calls: Finished calls before ringing.
No Answer (dialing answer): Connected calls but not answered by clients.
No Signed in Agents: Received calls during operation schedule but not answered because agents were loged out.
Not Answered Calls: Calls not answered by any agent. That is, agent’s telephone ringed a few times but the agent did not answer. Ringing time > threshold ring.
Not Transferred Calls: Not transferred calls to agents.
On queue: Number of on queue calls while talking.
On Queue: On queue time of a call before transferring or finishing it.
Other Calls: Out of system calls, received or generated by agents.
Out of Schedule: Calls received out of schedule.
Out of Service: The system can receive or generate calls.
Overflow by Time: On queue time is bigger than the allowed.
Overflowed by Quantity: On queue number calls is bigger that the allowed.
Ready: Agent´s free time to receive calls.
Received Calls: Calls received by the system.
Registered: Average registered positions.
Ringing: Time during which agent’s extension was ringing.
Service Level: Indicates on queue time before answer.
Session: Total amount of time of agent’s log in.
Start Date: Date and time of the beginning of the transfer.
System Abandonment: Also known as no available agents, it refers to answered calls by client not answered by agents.
Talking: Duration of clients’ conversation.
Time after Transfer: Length of the call after being transferred.
Time before Transfer: Time after transferring a call.
Transfer: Length of transfer.
Transferred Calls: Total amount of transferred calls.
Transferred Calls: Total amount of transferred, assigned or on queue calls.
Transferring: Time during which a call was on transfer.
Type of Call: Incoming or outgoing.
Type of Transfer: Blind, agent, ACD group, conference, supervised and overflow.
Unavailable: Agent´s unavailable time.
Unavailable: Time during which agents were unavailable to receive calls.
Undefined: The system cannot define agent´s extension status.
User: Name of the agent who transferred the call.
While Ringing: Time during which agent’s extension was ringing.
While Talking: Time during which agents talk to clients.
Work Group: Work group name (as configured in CenterWare).
Wrap-up: Time before each call to allow agents disposing a call.