Specifications

Call Detail Record Reports
ShoreTel 6.1 Administration Guide C – 33
Workgroup Queue Summary Report
The Workgroup Queue Summary Report () shows a summary of queue activity and
how the calls interact with the queue. You can run the report with fixed interval sub-
totals.
Figure C-15 Workgroup Queue Summary Report
Handled by Others Once for each period
reported.
Number of calls handled by others (not
workgroup agents or voice mail).
Any call for the workgroup that isn’t
reported as Abandoned, Handled by Agent,
or Handled by Voice Mail is counted as
Handled by Others. Calls that are picked
up by non-agents, or agents that do not
belong to the group are counted as Handled
by Others.
Total Calls Once for each period
reported.
Sum of Abandoned, Handled by Agent,
Handled by Voice Mail, Picked Up from the
Queue, Unparked from the Queue, and
Handled by Others for the period.
Field Presence/Frequency Description