Web Reports Glossary



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.