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Call Detail Record Reports

ShoreTel 6.1 Administration Guide C – 27

Workgroup Agent Detail Report

The Workgroup Agent Detail Report () shows a list of every call for each agent by

workgroup.

Figure C-13 Workgroup Agent Detail Report

NOTE

An agent appears in the Workgroup Agent Detail Report if the agent had any

workgroup call activity during the reporting period.

Calls Included

This report includes calls routed to workgroup agents by the workgroup server, and

non-workgroup calls (both inbound and outbound). The report assigns non-

workgroup calls to an agent's membership within a workgroup by examining the

workgroup the agent was logged into during or before the call. Non-workgroup calls

made while an agent is logged out are not reported.

Workgroup agents can be a member of more than one workgroup. When they log in,

their login time is reported for all workgroups of which they are a member.

Non-workgroup calls are reported against the workgroup with the lowest dial number

that the agent is a member of when the call is made. For example, if the agent is a

member of workgroups with dial numbers of 1100, 1200, and 1250, non-workgroup

calls are reported against 1100.

You can find agent logins by examining the AgentActivity table for records with State =

5 (LogInOut). The StartTimeStamp field in these AgentActivity records represents the

time that an agent logged into a specific workgroup (identified by the WorkgroupDN

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