AltiGen MAXCS 7.0 Update 1 AltiReport - Manual (Page 40)

36 AltiReport Manual
• Hold
•
Calls—Number of calls put on hold
•
Total—Total time all calls spent on hold
•
Avg—Average time per call spent on hold (Total/Calls)
•
Wrap-Up
•
Calls—Number of calls requiring wrap-up activity
•
Total—Total time spent in wrap-up activities
•
Avg—Avg time per call spent in wrap-up activities (Total/Calls)
Data Source
All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY2.