TAPIMaster® 3.2.0 User's Guide

Summarized call list

This list evaluates the calls for every service employee for a time period freely eligible for office. The direction of the calls, its connecting state and internal calls can be selected. This has partial effects on the calculations. For an inbound call center, please remove the outgoing an internal calls. For an outbound call center, please remove the incoming an internal calls.

Name

This is login name of the user, most be Windows booking name.

Group

This is login name of the user, most be Windows booking name.

Call count

Number of the calls, dependent on the chosen settings.

Call time sum

Total time of the calls.

Call average

Average time of the selected calls. Only connected calls are taken into account.

Reaction average (s)

Average reaction time in seconds.

Unanswered

Number of not answered incoming calls.

Unanswered %

Proportional share of the not answered calls.

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