Real-Time and Historical Templates 167
8. Template Reference
Callback message average length. The average length in seconds for
callback messages that were processed by the agent during the
interval.
Callback message percent. The percentage of all calls handled by the
agent for the period that were callback messages.
% Wrapup. The percentage of time that the agent spent in wrap-up on
all calls counted as handled during the interval. An agent performing
wrap-up is either in the Work Ready or Work Not Ready state. This
value is measured against the total time the agent was logged on
during the interval.
Example