Vertical Communications TeleVantage 7.5 Time in State, Calls answered, Calls placed, Longest call

	Agents Pane Information
Time in State	The length of time that the agent has been in
	the current state for this queue. Times are
	displayed in the following format: days:
	hours:minutes:seconds.
Calls answered	Number of incoming calls from this queue that
	the agent has answered since the beginning
	of the queue’s current display period. Does
	not include calls the agent participated in but
	did not answer (see Total Calls - All)
Calls placed	Number of outbound calls associated with this
	queue that the agent has placed since the
	beginning of the queue’s current display
	period. Does not include calls the agent
	participated in but did not place (see Total
	Calls - All)
Time on calls	The total time the agent has spent on this
	queue’s calls since the beginning of the shift.
	You can show this column separately for
	inbound calls, outbound calls, and all calls.
Longest call	The length of time of the longest queue call
	(including wrap-up time) that the agent
	handled since the beginning of the shift.
	You can show this column separately for
	inbound calls, outbound calls, and all calls.
Avg. call	Average length of the agents' queue calls
	(including wrap-up time) since the beginning
	of the shift.
	You can show this column separately for
	inbound calls, outbound calls, and all calls.
Longest talk	The length of time of the longest single call
	the agent handled (not including wrap-up
	time).
	You can show this column separately for
	inbound calls, outbound calls, and all calls.
Away	A check mark indicates that the agent has
	been automatically placed in On Break status
	by the queue for having let his or her most
	recent queue calls ring unanswered.

C-6 USING TELEVANTAGE