Wave IP 2.0 SP1 Wave Contact Center Administrator Guide Release 2.
Vertical Communications, Inc. reserves the right to revise this publication and to make changes in content without notice. © 2011 by Vertical Communications, Inc. All rights reserved. This publication contains proprietary and confidential information of Vertical Communications, Inc.
Revision History Release 2.0 SP1 2.0 Date Documentation Changes Page No. 04/11 SERVICE PACK RELEASE 09/10 A warning is now displayed if you try to delete a queue that is currently being used as a target location of any kind. 2-90 Updated description of how not answering a queue call when it rings an agent’s phone may adversely affect the agent’s performance statistics. 5-3 GENERAL RELEASE Expanded section “Privacy issues with queue call recording”.
Release 2.
Contents Chapter 1 Introduction About Wave Contact Centers - - - - - - - - - - - - - - - - - - - - - - 1-1 Contact Center queue features - - - - - - - - - - - - - - - - - - - - - - - 1-2 Using the Call Classifier with Wave Contact Centers - - - - - - 1-5 Using the audio controls - - - - - - - - - - - - - - - - - - - - - - - - - - 1-5 Importing audio files - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1-6 Related reading - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 1
Contents-2 Changing wrap-up time and permission defaults - - - - - - - - - Adding agents to a queue - - - - - - - - - - - - - - - - - - - - - - - - - Changing the order of agents - - - - - - - - - - - - - - - - - - - - - - Using remote agents - - - - - - - - - - - - - - - - - - - - - - - - - - - - Using roaming agents, or hot-desking - - - - - - - - - - - - - - - - When you have finished defining agents - - - - - - - - - - - - - - - 2-16 2-19 2-27 2-28 2-28 2-29 Configuring call distribution - - - - - -
Contents-3 Validating caller data entry - - - - - - - - - - - - - - - - - - - - - - - - - 2-71 Managing a queue’s password security - - - - - - - - - - - - - - 2-73 Managing a queue’s audio recordings - - - - - - - - - - - - - - - 2-74 Choosing the language for a queue’s phone prompts - - - - - Recording a voice title for a queue - - - - - - - - - - - - - - - - - - - Creating a Welcome prompt for a queue - - - - - - - - - - - - - - Creating voicemail greetings for a queue - - - - - - - - - - - - - - Enabl
Contents-4 Defining how skills are used in routing calls to queues - - - - - - 3-12 Redirecting calls when no agents have matching skills - - - - - 3-15 Viewing an agent’s skills within a queue - - - - - - - - - - - - - - 3-16 Reducing wait time for calls with skill requirement matches 3-17 Using custom agent scoring - - - - - - - - - - - - - - - - - - - - - - 3-18 Configuring custom agent scoring - - - - - - - - - - - - - - - - - - - - 3-20 The agent scoring formula - - - - - - - - - - - - - - - - - - -
Contents-5 Placing calls from a queue vs.
Contents-6 Setting Reporter options - - - - - - - - - - - - - - - - - - - - - - - - - - 7-8 Setting general Reporter options - - - - - - - - - - - - - - - - - - - - - - 7-8 Setting individual report options - - - - - - - - - - - - - - - - - - - - - - 7-10 Customizing Contact Center Reporter - - - - - - - - - - - - - - - 7-11 Making a report Shared or Local - - - - - - - - - - - - - - - - - - - - - 7-11 Reporting on outbound Contact Center calls - - - - - - - - - - - - - 7-12 Printing and scheduling repor
Contents-7 Call Log report - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-37 Setting options: Call Log report - - - - - - - - - - - - - - - - - - - - - - 7-37 Reading the Call Log report - - - - - - - - - - - - - - - - - - - - - - - - 7-37 Call Result by Skill report - - - - - - - - - - - - - - - - - - - - - - - - 7-39 Reading the Call Result by Skill report - - - - - - - - - - - - - - - - - 7-39 Call Summary report - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-40 Reading the
Contents-8 Setting options: Outbound Calls by Phone Number report - - - 7-60 Reading the Outbound Calls by Phone Number report - - - - - - 7-61 Outbound Long Distance Summary report - - - - - - - - - - - - 7-62 Before running the Outbound Long Distance Summary report 7-62 Setting options: Outbound Long Distance Summary report - - 7-62 Reading the Outbound Long Distance Summary report - - - - - 7-63 Queue Call History Detail report - - - - - - - - - - - - - - - - - - - 7-65 Reading the Queue Call History
Contents-9 Appendix A Creating Custom Reports About custom reports - - - - - - - - - - - - - - - - - - - - - - - - - - - - A-1 Connecting to the Wave database - - - - - - - - - - - - - - - - - - - A-1 Wave database schema - - - - - - - - - - - - - - - - - - - - - - - - - - A-2 The CallLog table - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - A-3 The PartyLog table - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - A-5 The QueueEncounter table - - - - - - - - - - - - - - - -
Release 2.
Chapter 1 Introduction CHAPTER CONTENTS About Wave Contact Centers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1 Using the Call Classifier with Wave Contact Centers. . . . . . . . . . . . . . . . . . . . . 1-5 Using the audio controls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5 Related reading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6 Support services . . . . . . . .
1-2 Chapter 1: Introduction About Wave Contact Centers Contact Center queue features Feature Administration Single-point interface to create and manage queues Take a queue off-line and send its calls to voicemail Automatically take a queue off-line when all agents are unavailable Choice of language for system prompts E-mail and pager notification of new voicemail Voice titles for Contact Center extensions Overflow groups of agents for times when primary agents are busy Overflow agents with individual ov
1-3 Chapter 1: Introduction About Wave Contact Centers Feature Contact Center extensions listed in the dial-by-name directory Greetings to welcome callers Repeating messages for waiting callers Conditional messages for waiting callers Priority for individual callers that reduces wait time Messages that tell callers their expected wait times Messages that tell callers how many callers are ahead of them Caller options to stop waiting and leave voicemail or transfer out of the queue to an extension Ability
1-4 Chapter 1: Introduction About Wave Contact Centers Feature Supervision Changing an agent’s personal status Signing an agent in or out of a queue Comprehensive Queue Monitor to view real-time queue and agent statistics Customizable shift periods for comparative statistic display Critical queue statistics available by phone in audio format Coaching and monitoring of agents Viewing agents who are being monitored Automatically setting absent agents to On Break status Automatically recording of agent and
Using the Call Classifier with Wave Contact Centers 1-5 Chapter 1: Introduction Using the Call Classifier with Wave Contact Centers The Wave Call Classifier can greatly improve the productivity of Contact Centers by identifying callers, intelligently routing calls, and presenting Contact Center agents with scripts and related caller information before they take the call. For more information about using the Call Classifier, see Chapter 26 in the Wave Global Administrator Guide.
1-6 Chapter 1: Introduction Using the audio controls To move forward and backward within the recording, drag the slider bar. Importing audio files You can import an audio file in WAV format to use for any Wave recording (greetings, voice titles, and so on). Wave can import WAV files with a frequency of 8Khz, 11.025 Khz, 22.05 Khz, or 44.1 Khz., as shown in the following table. To import an audio file, click the Import audio control.
1-7 Chapter 1: Introduction Support services Wave Phone User Guide—Describes how to use SIP phones, digital phones, analog phones, and SIUP softphones with Wave. Wave Server Hardware Reference Guide—Provides detailed technical information about the Wave Server hardware components. Quick Reference Guides Wave Analog Phone Quick Reference Guide—Provides instructions for using analog phones with Wave. Wave Digital Phone Quick Reference Guide—Provides instructions for digital phones with Wave.
1-8 Chapter 1: Introduction System security System security You are responsible for the security of your Wave system. Unauthorized use of the Wave system could result in toll fraud. Your system administrator must read all system administration documentation to understand which configuration options can introduce the risk of toll fraud and which configuration options can be activated or deactivated to prevent it.
Chapter 2 Creating a Contact Center Queue CHAPTER CONTENTS About Contact Center queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-2 Creating a Contact Center queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-5 Entering general information about a queue . . . . . . . . . . . . . . . . . . . . . . . . . . 2-10 Closing a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
2-2 Chapter 2: Creating a Contact Center Queue About Contact Center queues About Contact Center queues Contact Center queues provide a full-featured system for distributing calls to agents. This chapter describes creating and maintaining a Contact Center queue. For information about working as an agent in a Contact Center queue, see 5. For information about working as a supervisor or manager in a Contact Center queue, see 6.
2-3 Chapter 2: Creating a Contact Center Queue About Contact Center queues What agents experience Agents can work in a queue using the phone alone or in conjunction with Wave ViewPoint. Agents can change their personal status to begin their shifts, take breaks, and end their shifts. After finishing each call, agents have a wrap-up time to complete paperwork before they receive the next call. By default agents have permission to change their own personal status, enabling them to control their own workflow.
2-4 Chapter 2: Creating a Contact Center Queue About Contact Center queues Basic Contact Center queue terminology To work in a Contact Center queue as an administrator, supervisor, or agent, you should be familiar with the following Contact Center queue terms: • Agent. A Wave user who answers incoming calls to the Contact Center. • Queue. A Contact Center that is set up at a single extension. Callers to that extension who are waiting are said to be “in the queue.
2-5 Chapter 2: Creating a Contact Center Queue Creating a Contact Center queue Viewing queue configuration and setup The Contact Center Queue Information report shows general information about each queue in your system, including a list of agents and their current settings. You can use this report to get a snapshot of a queue’s setup. For more information, see 7. Creating a Contact Center queue The queue is the backbone of a Contact Center.
2-6 Chapter 2: Creating a Contact Center Queue Creating a Contact Center queue Overview of creating a queue You create a queue via the Queues view in the User/Group Management applet, available on the Wave Global Administrator Management Console. The sections in this chapter describe the following tasks: • Entering general information about a queue. See page 2-10. • Entering general information about a queue. See page 2-10. • Closing a queue. See page 2-11. • Defining call logging for a queue.
2-7 Chapter 2: Creating a Contact Center Queue Creating a Contact Center queue The Queues view To create or edit a queue 1 If necessary, click the Administration tab in the Global Administrator Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section. 3 Log on to the User/Group Management applet, which opens in a remote access window. Once you log on, open the Queues view by clicking its icon in the view bar.
Creating a Contact Center queue 2-8 Chapter 2: Creating a Contact Center Queue The following table shows the information that is displayed for each queue. Column Description Name Name of the queue Extension Extension dialed to reach the queue from the auto attendant or when transferring a call DID Direct Inward Dial—Phone number dialed to reach the queue directly Distribution Algorithm used to distribute calls to agents Status Whether the queue is currently distributing calls to agents.
2-9 Chapter 2: Creating a Contact Center Queue Creating a Contact Center queue Column Description Disk Usage Amount of disk space (in megabytes) used by the queue’s audio files, including voicemail and greetings. Mailbox size How much space (in minutes) the queue’s voice mailbox has. Greeting size How much space (in minutes) is allocated to the queue for greetings. Comments Any comments about the queue 4 To edit an existing queue, double-click its row in the Queues view.
Entering general information about a queue 2-10 Chapter 2: Creating a Contact Center Queue Entering general information about a queue To enter general information about a queue 1 Click the Queue tab in the Queue dialog. 2 Enter the following information for the queue: • Name. Give the queue a short name that will easily identify it, such as “Sales queue.” • Extension. Enter an extension for the queue.
2-11 Chapter 2: Creating a Contact Center Queue Closing a queue • DID number. Optionally, you can give the queue a Direct Inward Dial number from the block of numbers provided by your phone company. Callers can then dial the queue directly, without going through an auto attendant. To assign multiple DID numbers to a queue, separate each number by a comma. For example, enter 1234,1235,1236. • Operator.
2-12 Chapter 2: Creating a Contact Center Queue Defining call logging for a queue Queue status when closed Queue status displays in ViewPoint’s Extensions List in the Personal Status Name column, and lets you see at a glance whether the queue is currently accepting calls or not. The queue statuses are: • Open. The queue is distributing to its calls to ready agents as normal. • Closed. The queue is redirecting calls as specified on the Redirect tab. • Closed - No agents.
Setting external Caller ID for outbound queue calls 2-13 Chapter 2: Creating a Contact Center Queue 2 Enter the following information: • Log this queue’s calls. Specify which of this queue’s calls appear in the Call Log. You can log inbound calls, outbound calls, both, or none. To log no calls, uncheck the field. Important: If you turn off call logging for the queue, you cannot run reports on this queue. • Organization.
Setting external Caller ID for outbound queue calls 2-14 Chapter 2: Creating a Contact Center Queue To set external Caller ID for a queue 1 Click the Queue \ External Caller ID tab. 2 Select one of the following: • Use external caller ID from General Settings. External Caller ID as specified via the General Settings applet is sent as Caller ID number for outbound calls from the queue.
Including a queue in the dial-by-name directory 2-15 Chapter 2: Creating a Contact Center Queue • Do not send caller ID. Caller ID is blocked on outbound calls from the queue. Note that the system still sends Caller ID information even though it is blocked—this is a requirement, because some institutions have the right to read blocked Caller ID, for example emergency services and 800 numbers. • Send organization name. Organization Name is sent as Caller ID number for outbound calls from the queue.
Defining agents for a queue 2-16 Chapter 2: Creating a Contact Center Queue 2 Select the List in dial-by-name directory checkbox. 3 To play a user's extension along with the user's name when callers choose the user from the dial-by-name directory, and then select the Play extension to the caller checkbox. 4 Click OK to save the queue as you have defined it so far or go to the next section, “Defining agents for a queue.
Defining agents for a queue 2-17 Chapter 2: Creating a Contact Center Queue To set a default wrap-up time for agents in a queue 1 Click the Agents tab. 2 Enter a number of seconds in Default wrap-up for new agents in seconds. Wave Contact Center Administrator Guide Release 2.
2-18 Chapter 2: Creating a Contact Center Queue Defining agents for a queue To set default agent permissions 1 Click the Agents \ Permission tab in the Queue dialog. 2 To set a default permission, click the Value column in its row in the list, then select the permission level you want from the drop-down list. For a description of the permissions and permission levels, see “Agent permissions” on page 2-24.
2-19 Chapter 2: Creating a Contact Center Queue Defining agents for a queue Adding agents to a queue To add agents to a queue 1 Click the Agents tab in the Queue dialog. 2 Click Add. The Agent dialog opens at the General tab. 3 For This agent is the following user, select a user from the drop-down list. Agents must be Wave users before you can add them to a queue. (See Chapter 11 in the Wave Global Administrator Guide for more about creating Wave users.
Defining agents for a queue 2-20 Chapter 2: Creating a Contact Center Queue 5 For This agent is an observer, not shown in Queue Monitor, check to make this agent an observer who can monitor queue activity without being seen by other agents in the queue. If checked: • Other agents cannot see the agent in ViewPoint in the Agents pane in the Queue Monitor (see “Viewing queue statistics in the Queue Monitor folder” on page 6-3) or the queue’s tab in the Extensions list.
Defining agents for a queue 2-21 Chapter 2: Creating a Contact Center Queue 7 To change the agent’s permissions from the queue’s default permissions, click the Permissions tab. 8 Click the permission, click the arrow in the Value column, and then select a value for the permission. If you choose “Use Default,” the value for this user will change whenever you change the default permission for the queue (see “Changing wrap-up time and permission defaults” on page 2-13).
2-22 Chapter 2: Creating a Contact Center Queue Defining agents for a queue Automatically recording an agent’s calls You can have Wave automatically record an agent’s queue calls on a periodic basis. The recorded calls appear as new voice messages in the voice mailbox that you select. The system records both inbound and outbound queue calls. If you want to record all user calls, use system call recording instead. For more about system call recording, see Chapter 19 in the Wave Global Administrator Guide.
2-23 Chapter 2: Creating a Contact Center Queue Defining agents for a queue 3 Check Automatically record this agent’s calls. 4 In Record 1 call out of every, enter a number. Enter 1 to record every call to this agent, 2 to record every other call, 3 to record every third call, and so on. Note: All calls that an agent handles count for purposes of counting that agent’s calls. 5 From the Recording direction drop-down list, select whether to record inbound calls only, outbound calls only, or both.
2-24 Chapter 2: Creating a Contact Center Queue Defining agents for a queue Agent permissions You can give agents the following permissions: Agent Permissions Permission Description Default value Change the Personal Status of another user The agent can manage other agents’ workflow by changing their personal status. See “Changing an agent’s personal status” on page 6-24.
2-25 Chapter 2: Creating a Contact Center Queue Defining agents for a queue Agent Permissions Queue Sign In/Out The agent can sign in or out of individual queues. See “Signing in and out of a queue” on page 5-5. Disallow Note: If an agent has the general Wave permission Access Queues folder set to “View and Edit,” and is not an observer agent, the agent can sign in and out of all queues regardless of how this queue permission is set.
Defining agents for a queue 2-26 Chapter 2: Creating a Contact Center Queue Permissions are granted to Contact Center agents using the following levels: • Use default. The agent’s permission level is whatever the default is for that permission. The current default is shown in parentheses. If the default changes, the agent’s permission changes with it. See “Changing wrap-up time and permission defaults” on page 2-16. • Allow. The agent can perform the specified operation. • Disallow.
2-27 Chapter 2: Creating a Contact Center Queue Defining agents for a queue Changing the order of agents Once you have added agents to a queue, you can reorder them. If you are using the top down or round robin algorithms to distribute calls to agents, the order of agents in the queue is especially important, because it determines the order in which agents receive calls. The order of agents can also be important when using other distribution algorithms.
2-28 Chapter 2: Creating a Contact Center Queue Defining agents for a queue Using remote agents If you have Contact Center agents who work primarily at a remote phone (for example, from their home or cell phone, or from a SIP phone), you should assign each of them a mobile extension.
2-29 Chapter 2: Creating a Contact Center Queue Configuring call distribution When you have finished defining agents Click OK in the Queue dialog to save the queue as you have defined it so far or go to the next section, “Configuring call distribution.” Configuring call distribution This section describes the ways in which you can distribute incoming queue calls to agents: • Specifying how queue calls are distributed to agents. See the next section. • Using Last Agent Routing. See page 2-32.
Configuring call distribution • 2-30 Chapter 2: Creating a Contact Center Queue Least talk time. The ready agent who has spent the least amount of time on calls from this queue since beginning the agent’s work shift receives the next call. This agent may be someone other than the agent who has handled the fewest calls. • Simultaneous ring. All agents’ phones ring at the same time. The agent who answers first takes the call. This feature is especially useful for small offices or departments.
2-31 Chapter 2: Creating a Contact Center Queue Configuring call distribution 2 From the Agent scoring algorithm drop-down list, select one of the following methods. For a description of each method, see page 2-29. If you select any of the following methods, no further configuration is required here—go to step 4. • Top down. • Round robin. • Simultaneous ring. If you select any of the following methods, go to step 3. • Longest idle agent. • Fewest calls. • Least talk time.
2-32 Chapter 2: Creating a Contact Center Queue Configuring call distribution About simultaneous ring Simultaneous ring does not ring the phones of overflow agents unless the overflow wait time has been exceeded. At that point it rings the phones of all agents. See “Setting up overflow agents” on page 2-41. When an agent answers a call with simultaneous ring, it does not count as an unanswered call for the other agents, for purposes of putting the agent automatically in On Break status.
2-33 Chapter 2: Creating a Contact Center Queue Configuring call distribution To enable Last Agent Routing: 1 Click the Distribution \ Last Agent Routing tab in the Queue dialog. 2 Check Enable Last Agent Routing. 3 Choose any of the following Last Agent Routing options: • Interrupt if last caller calls back during wrap-up. If checked, the queue interrupts an agent’s wrap-up period only if the caller he or she is wrapping up calls back. • Wait __ seconds for last agent if agent is busy.
2-34 Chapter 2: Creating a Contact Center Queue Configuring call distribution Last Agent Routing and Expected Wait Time With Last Agent Routing enabled, the queue’s Expected Wait Time prompt will often be inaccurate (see “Configuring expected wait time” on page 2-45). A caller who is waiting for a last agent will jump to the “head of the queue” if that agent becomes available, making other callers wait longer than advertised by the prompt.
Defining how calls are scored 2-35 Chapter 2: Creating a Contact Center Queue 2 Check If an agent does not answer, set that agent to On Break. 3 In After how many unanswered calls, enter the number of consecutive unanswered queue calls that must occur for Wave to automatically place an agent in the On Break personal status. 4 Click OK to save the queue as you have defined it so far or go to the next section, “Defining how calls are scored.
Defining how calls are scored 2-36 Chapter 2: Creating a Contact Center Queue You can increase a call’s score using the following methods: • Basing a call’s score on the length of time that the call has spent in queue or time in the Wave system. See page 2-36 • Giving some calls higher priority. See page 2-37. • Increasing a call’s score for skill matches. See page 2-40.
2-37 Chapter 2: Creating a Contact Center Queue Defining how calls are scored Giving some calls higher priority You can give some queue calls a higher priority than other queue calls. Calls with higher priority get a higher call score and advance to the head of the queue quicker than other calls.
2-38 Chapter 2: Creating a Contact Center Queue Defining how calls are scored Priority Multiple = 500 (Each unit of priority = 500 seconds or 8 minutes 20 seconds Order received Base Wait Time (sec.) Priority Priority score Call score Queue order First 900 0 0 900 Fourth Second 600 0 0 600 Fifth Third 300 5 2500 2800 Second Fourth 60 2 1000 1060 Third Fifth 30 10 5000 5030 First Sixth 10 1 500 510 Sixth Note: Redirection overrides caller priority.
2-39 Chapter 2: Creating a Contact Center Queue Defining how calls are scored To configure a queue to use call priority 1 Click the Distribution \ Call Scoring tab in the Queue dialog. 1 Select the Certain calls have a higher priority than other calls checkbox. 2 Under Priority is stored in custom variable, specify the queue’s priority variable by doing one of the following: • Select an existing custom data variable from the drop-down list. • Click to create a new custom data variable.
2-40 Chapter 2: Creating a Contact Center Queue Defining how calls are scored Assigning priority to calls You assign priority to an incoming call by assigning a value to the custom data variable that you selected in the previous procedure. You can assign value to the variable using any of the following methods: • With an auto attendant. Callers receive priority based on the phone number that they dial or menu choice they select.
Setting up overflow agents 2-41 Chapter 2: Creating a Contact Center Queue Setting up overflow agents Overflow agents receive calls from a queue only if the queue’s primary agents are all busy for a certain number of minutes. Overflow agents can be users whose main focus is another task, but who are available to take queue calls if needed.
2-42 Chapter 2: Creating a Contact Center Queue Setting up overflow agents Assigning an overflow tier to agents To assign an overflow tier to agents 1 First, add the overflow agents to the queue the same way that you add normal agents (see “Adding agents to a queue” on page 2-19). 2 On the Agents tab in the Queue dialog, click the Overflow tier value for the agent, and then enter the agent’s tier level. Note: Tier 0 identifies a primary agent.
2-43 Chapter 2: Creating a Contact Center Queue Setting up overflow agents Setting up the overflow wait time and options Before you can use overflow agents, you must configure the queue according to the following steps: To set up overflow wait time and options for a queue 1 Click the Distribution \ Agent Filtering (Overflow) tab in the Queue dialog. 2 Select the Certain agents are only called when other agents are busy checkbox.
2-44 Chapter 2: Creating a Contact Center Queue Setting up overflow agents • If no agents in the current tier are signed in and available then immediately offer calls to the next tier. If checked, the queue bypasses the overflow wait time if no primary agents are signed in and available, and calls are sent immediately to overflow agents. Note that in this case, a primary agent in On Break status is considered to be available.
2-45 Chapter 2: Creating a Contact Center Queue Configuring expected wait time Configuring expected wait time The queue continuously calculates the expected wait time for each caller. You can use expected wait time in the following ways: • Announce the expected wait time as a courtesy to callers. See “Creating Hold prompts” on page 2-60. • Use expected wait time to determine whether or not a conditional Hold prompt is played to a caller. See “Creating conditional Hold prompts” on page 2-63.
2-46 Chapter 2: Creating a Contact Center Queue Configuring expected wait time Example: For a queue with 10 available agents and an estimated average call length of 300 seconds, with MinWaitTime of 60, the expected wait time for the fifth caller would be: 6 + 60 + 300 * (4 / 10) = 186 seconds (about 3 minutes). This calculation is most reliable for a Contact Center with many agents and short calls, and in which agents take calls from only one queue at a time.
2-47 Chapter 2: Creating a Contact Center Queue Configuring expected wait time To improve the expected wait time estimate for a queue 1 Choose the Distribution \ Expected Wait Time tab in the Queue dialog. 2 Enter the following parameters: • Minimum agent count. If you enter a minimum agent count, the expected wait time estimate will never be based on fewer available agents than this number, even if there are in fact fewer available agents.
2-48 Chapter 2: Creating a Contact Center Queue Configuring expected wait time To get the best estimate, use the Queue Monitor’s Avg. Talk Time statistic at the end of a period or shift (see “The Queue Statistics pane” on page 6-8), and the Activity History by Queue report (see “Activity History by Queue report” on page 7-23). More importantly, base the number on your overall experience with the queue.
2-49 Chapter 2: Creating a Contact Center Queue Configuring a queue to redirect calls Announcing expected wait time in minutes and seconds By default, the expected wait time prompt announces the wait time in minutes only. To have Wave announce the expected wait time in minutes and seconds: 1 Add the following registry key to the Wave Server: HKEY_LOCAL_MACHINE\SOFTWARE\Artisoft\TeleVantage\Server\Settings\P layExpWaitTimeInSeconds 2 Set the value to 1.
Configuring a queue to redirect calls 2-50 Chapter 2: Creating a Contact Center Queue To define redirect options when a queue is too busy 1 Click the Redirection \ Queue Too Busy tab in the Queue dialog. 2 Select the Redirect callers if queue is too busy checkbox. Note: If this checkbox is not selected, all incoming calls enter the queue regardless of how busy the queue is.
Configuring a queue to redirect calls • 2-51 Chapter 2: Creating a Contact Center Queue If the number of queued callers exceeds __ times the available agents. Check this option to redirect calls when the number of calls waiting in the queue is greater than the number of available agents by the factor you enter. For example, if you enter 2 then redirection begins when there are twice as many calls waiting in the queue as available agents.
2-52 Chapter 2: Creating a Contact Center Queue Configuring a queue to redirect calls Defining a maximum wait time You can automatically redirect individual calls after the calls have waited on the queue for a length of time that you specify. To define a maximum wait time for a queue 1 Click the Redirection / Maximum Wait Time tab in the Queue dialog. 2 To redirect calls that meet the maximum wait time, select the Redirect callers when they have waited too long checkbox.
2-53 Chapter 2: Creating a Contact Center Queue Configuring a queue to redirect calls 5 To define how calls are redirected, choose an option under Perform this action: • Transfer the call to. Redirected calls are transferred to the extension you select. • Send to voicemail. Redirected calls are transferred directly to the voicemail of the extension you select. • Hangup. Redirected calls are disconnected.
Configuring a queue to redirect calls 2-54 Chapter 2: Creating a Contact Center Queue 2 To have the queue close automatically when no agents are signed in, select the Close queue if no agents are signed in checkbox. Note: Agents in the On Break status will not cause the queue to close. For the queue to close, all agents must be either signed out, or in a personal status other than Available, Available (Queue Only), and On Break.
Configuring a queue to redirect calls 2-55 Chapter 2: Creating a Contact Center Queue To redirect calls when there are no matching skills 1 Click the Redirection \ No Matching Skills tab in the Queue dialog. 2 To have the queue redirect callers for whom no agents with matching skills are signed in, select the Redirect call if all signed-in agents do not meet the call’s skill requirements checkbox. 3 To play a message to callers who are about to redirected, check Play this prompt before redirection.
2-56 Chapter 2: Creating a Contact Center Queue Setting up the caller's hold experience Setting up the caller's hold experience You can configure the following aspects of the caller’s experience while waiting on the queue: • Setting up hold music. See page 2-56. • Configuring hold and park ringback. See page 2-57. • Offering options while a caller is waiting on a queue. See page 2-59. • Creating Hold prompts. See page 2-60.
2-57 Chapter 2: Creating a Contact Center Queue Setting up the caller's hold experience 2 Select the Music on hold source you want to use for this queue from the drop-down list. • (Use system default)—Use the system-wide hold music source as specified in the General Settings applet. • Disabled—Do not play music to callers on hold.
2-58 Chapter 2: Creating a Contact Center Queue Setting up the caller's hold experience To hold and park ringback for a queue 1 Click the Hold tab in the Queue dialog. 2 Check Ring back if an agent leaves a call on hold or parked for over __ seconds, and enter the number of seconds before ringback occurs. 3 Click OK to save the queue as you have defined it so far or go to the next section, “Offering options while a caller is waiting on a queue.” Wave Contact Center Administrator Guide Release 2.
Setting up the caller's hold experience 2-59 Chapter 2: Creating a Contact Center Queue Offering options while a caller is waiting on a queue You can give waiting callers the ability to redirect themselves out of the queue to another extension or voicemail. To offer options while a caller is waiting on a queue 1 Click the Hold \ Special Keys tab in the Queue dialog. 2 Choose any of the following options to offer them to callers on hold.
2-60 Chapter 2: Creating a Contact Center Queue Setting up the caller's hold experience • Transfer out of queue key. Callers can transfer out of the queue to a destination you specify. This destination can be a supervisor’s voice mailbox, an auto attendant, another queue, or any other extension. Select the key that you want callers to press from the drop-down list, and then select the transfer destination from The caller will be transferred to drop-down list.
2-61 Chapter 2: Creating a Contact Center Queue Setting up the caller's hold experience To create a Hold prompt 1 Click the Hold \ Prompts tab in the Queue dialog. The tab shows existing Hold prompts in the order that they play to the caller. 2 Click Add. The Hold Prompt dialog opens. Wave Contact Center Administrator Guide Release 2.
Setting up the caller's hold experience 2-62 Chapter 2: Creating a Contact Center Queue 3 Under General, enter the following information about the Hold prompt: • Prompt name. A descriptive name for the prompt. • Seconds before this prompt. The amount of time between the end of the previous prompt and the playing of this prompt. If you set this to 0, callers will not hear hold music before this prompt, even if it is the first prompt. • Play this prompt every repeat cycle.
2-63 Chapter 2: Creating a Contact Center Queue Setting up the caller's hold experience 5 Optionally, select or create a condition under which this Hold prompt plays, as described in “Creating conditional Hold prompts” on page 2-63. 6 Click OK to add the Hold prompt to the list on the Hold \ Prompts tab. 7 Click OK to save the queue as defined so far or go to the next section, “Creating conditional Hold prompts.
Setting up the caller's hold experience 2-64 Chapter 2: Creating a Contact Center Queue 4 From the Condition variable drop-down list, select the custom data variable whose value the system will use to determine if the prompt plays. Wave comes with two predefined custom data variables that can be used as Hold prompt conditions: • Expected Wait Time. Returns the estimated number of seconds until the call is answered.
2-65 Chapter 2: Creating a Contact Center Queue Setting up a queue’s voice mailbox Note: Text variables are sorted alphabetically and so can have a “range,” for example A-E. A range of A-E means that the Hold prompt will play if the variable value begins with an A, B, C, D, or E. You can also use auto attendant menu choices to pass custom variables to a queue and use those variables as Hold prompt condition variables.
2-66 Chapter 2: Creating a Contact Center Queue Setting up a queue’s voice mailbox To set up a queue’s voice mailbox 1 Click the Voice Mail tab in the Queue dialog. 2 To give the queue a voice mailbox, click Mailbox with __ minutes max size, and enter the size of the mailbox in minutes. Note that a minute of voice recording occupies roughly .5 MB of disk space. If the voice mailbox is full, it cannot accept new voice messages.
2-67 Chapter 2: Creating a Contact Center Queue Setting up a queue’s voice mailbox 4 Select the following options: • Allow voice mail logon during greeting by pressing 9. Select this option to allow a caller to go directly to voice mail by pressing 9 while listening to the voice mailbox greeting. • Periodically remove items older than ___ days. Select this option, to automatically delete items (voice messages and call recordings) after the number of days that you specify.
Setting up a queue’s voice mailbox 2-68 Chapter 2: Creating a Contact Center Queue You can create as many caller data entry prompts as you want. They play in the order that they are listed on the Caller Entry tab in the Queue dialog. To move a data entry prompt up or down in the list, select it and then click the Up and Down arrows to the right of the list. Wave Contact Center Administrator Guide Release 2.
2-69 Chapter 2: Creating a Contact Center Queue Setting up a queue’s voice mailbox To prompt the caller to enter data 1 Click the Caller Entry tab in the Queue dialog. 2 Click Add. The Queue Entry dialog opens. Wave Contact Center Administrator Guide Release 2.
Setting up a queue’s voice mailbox 2-70 Chapter 2: Creating a Contact Center Queue 3 Enter a Name for the data that you are collecting, for example Customer ID or Account Number. 4 Under Prompt that explains the digits to enter, type the text of the prompt or a description of it. 5 Using the audio controls, record a prompt that tells the caller to enter data, for example, “Please enter your customer ID number followed by the pound key. If you don’t have a customer ID number, just press the pound key.
2-71 Chapter 2: Creating a Contact Center Queue Setting up a queue’s voice mailbox 8 Click the Validation tab to set up data validation for this caller data entry. For details, see the next section. 9 Click OK to return to the Caller Entry tab in the Queue dialog. 10 Click OK to save the queue as defined so far or go to the next section, “Validating caller data entry.” Validating caller data entry The queue can validate the data or accept it exactly as the caller enters it.
2-72 Chapter 2: Creating a Contact Center Queue Setting up a queue’s voice mailbox 4 Select the Ask the caller to confirm the digits entered checkbox to have Wave repeat the caller’s entry back to them and prompt the caller to confirm that the entry is correct. If the entry is incorrect, the caller can reenter it. 5 Enter the Minimum number of digits that the caller must enter.
2-73 Chapter 2: Creating a Contact Center Queue Managing a queue’s password security Managing a queue’s password security Use the options on the Security tab in the Queue dialog to protect the queue’s account and your Wave system from unauthorized access and toll fraud. For more information about protecting your system from toll fraud, see Appendix A in the Wave Global Administrator Guide. To configure password security for a queue 1 Click the Security tab in the Queue dialog.
2-74 Chapter 2: Creating a Contact Center Queue Managing a queue’s audio recordings • Password must be changed on next logon. If checked, the system requires the password to be changed the next time someone logs on to the queue’s account, using any workstation application or the phone commands. • Queue is locked out. If checked, the queue’s account cannot log on to the system, even with the correct username and password.
2-75 Chapter 2: Creating a Contact Center Queue Managing a queue’s audio recordings Choosing the language for a queue’s phone prompts To choose a language for a queue’s phone prompts 1 Click the Audio tab in the Queue dialog. 2 From the Telephone prompts drop-down list, choose the language in which the phone prompts play to callers in the queue. The list shows the languages that you have installed with Wave.
2-76 Chapter 2: Creating a Contact Center Queue Managing a queue’s audio recordings Recording a voice title for a queue To record a voice title for a queue 1 Click the Audio \ Voice Title tab in the Queue dialog. 2 Use the audio controls to record the voice title. The voice title should be a short recording of the queue’s name only. See “Using the audio controls” on page 1-5 for instructions.
2-77 Chapter 2: Creating a Contact Center Queue Managing a queue’s audio recordings Creating a Welcome prompt for a queue Callers hear the Welcome prompt once when they reach the queue. It might say, “Thank you for calling Julep technical support. Please hold. The next available agent will be with you shortly.” To create a Welcome prompt for a queue 1 Click the Audio \ Welcome Prompt tab in the Queue dialog. 2 Type the text of the prompt or a description of it.
2-78 Chapter 2: Creating a Contact Center Queue Managing a queue’s audio recordings Using the Welcome prompt to inform callers that their calls may be recorded Wave provides a professionally-recorded prompt, MayBeMonitored.wav, that you can import as a Welcome prompt. It says, “Your call may be monitored or recorded.” By default the prompt is in the following location: C:\Program Files\Televantage Server\vfiles\EN00\MayBeMonitored.
2-79 Chapter 2: Creating a Contact Center Queue Managing a queue’s audio recordings To create a voicemail greeting for a queue 1 Click the Audio \ Greetings tab in the Queue dialog. 2 Optionally, enter the Maximum size of greetings (minutes) for all voicemail greetings created for the queue. 3 Click Add. The Greeting dialog opens. Wave Contact Center Administrator Guide Release 2.
2-80 Chapter 2: Creating a Contact Center Queue Automatically recording queue calls 4 Enter a Name for the greeting. 5 Under Contents, type the text of the greeting or a description of it. 6 Record the greeting using the audio controls. See “Using the audio controls” on page 1-5 for instructions. 7 Click OK to save the greeting, which now appears in the list on the Audio \ Greetings tab. To make this greeting the active greeting, click Set Active on the Audio \ Greetings tab.
2-81 Chapter 2: Creating a Contact Center Queue Automatically recording queue calls Note the following important information: • In some locations, it is illegal to record a call without notifying the caller. If you are using Wave in such a location, your queue’s Welcome prompt should inform callers that their calls may be recorded. See “Using the Welcome prompt to inform callers that their calls may be recorded” on page 2-78.
2-82 Chapter 2: Creating a Contact Center Queue Automatically recording queue calls 3 In Record 1 call out of every, enter how frequently to record queue calls. Enter 1 to record every call, 2 to record every other call, 3 to record every third call, and so on. Note: A call is considered a “queue call” for counting purposes only if the call was placed or answered by an agent in that queue. Calls transferred into the queue, for example, are not counted.
2-83 Chapter 2: Creating a Contact Center Queue Collecting queue statistics Collecting queue statistics Wave records a wide variety of Contact Center statistics that measure caller experience and agent effectiveness. Agents with the required permission can view real-time queue statistics by using ViewPoint’s Queue Monitor. See “Monitoring queue statistics” on page 6-2.
2-84 Chapter 2: Creating a Contact Center Queue Collecting queue statistics To define the statistics period 1 Click the Statistics tab in the Queue dialog. 2 Select the Statistics period from the drop-down list. 3 Click OK to close the Queue dialog. Defining shifts for statistics display ViewPoint displays agent statistics for the current shift and the previous shift. These shifts are arbitrary divisions of the workday that you define for the sole purpose of grouping statistics for display.
2-85 Chapter 2: Creating a Contact Center Queue Collecting queue statistics To define shifts for statistics display 1 Click the Statistics \ Shifts tab in the Queue dialog. 2 Click Add. The Shift dialog opens. 3 Enter the Start time and End time for the shift. Note: The duration of a shift must be greater than the statistics period of the queue. 4 Click OK. Wave Contact Center Administrator Guide Release 2.
2-86 Chapter 2: Creating a Contact Center Queue Directing calls to a queue 5 Repeat to add as many shifts per day as you need, for example to cover particularly busy periods during your workday. Note: If you define multiple shifts, you should configure one shift to begin on the same minute that another one finishes, for example a 9:00 AM - 12:00 PM shift followed by a 12:00 PM - 5:00 PM shift.
Directing calls to a queue 2-87 Chapter 2: Creating a Contact Center Queue To set up a menu choice in an auto attendant for a queue 1 In ViewPoint, open the Auto Attendants view and double-click the auto attendant from which you want to offer callers a menu choice for a queue. 2 In the Auto Attendant dialog, click the Menu Choices tab. 3 Click Add. The Edit Menu Choice dialog opens. Wave Contact Center Administrator Guide Release 2.
2-88 Chapter 2: Creating a Contact Center Queue Managing custom data variables 4 Record the prompt that you want callers to hear, for example, “For the Sales department, press 2.” See “Using the audio controls” on page 1-5 for instructions. 5 From the When Caller Presses drop-down list, select the key that callers press to be transferred to the queue. 6 Do one of the following in the Perform Action drop-down list: • Select Transfer to Queue and select the queue to which you want to transfer callers.
2-89 Chapter 2: Creating a Contact Center Queue Managing custom data variables Creating a custom data variable Use the following procedure to create a custom data variable for any of the purposes listed above: To create a custom variable 1 Choose Tools > System Settings. The System Settings dialog opens. 2 Choose the Call Data \ Custom Data tab. The tab shows any existing variables. Note: Wave comes with two pre-defined custom data variables, Expected wait time and Number of people ahead.
2-90 Chapter 2: Creating a Contact Center Queue Deleting a queue 3 Click Add. The Custom Data dialog opens. 4 Enter the following information: • Name. Enter the variable’s name. Variable names are case-sensitive. • Description. Enter a description that helps you remember the purpose of the variable. • Data type. Choose one of the following: • Long. The variable holds integer numbers only. If you are creating a custom data variable to set caller priority, select data type Long. • • Double.
2-91 Chapter 2: Creating a Contact Center Queue Deleting a queue This warning is displayed if you try to delete a queue that is currently being used as any of the following: • Forward-to extension: [Name] (extension) • Intercept destination: [Name] (Trunk Group) • Also ring extension: [Name] (Trunk Group) • Call notification: [Name] (extension, Cascading Notification Rule: [Rule Name]) • Call notification: [Name] (extension) • Routing List target: [Name] (extension) • Menu choice for Auto Att
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Chapter 3 Using Skills-Based and Custom Routing CHAPTER CONTENTS About skills-based and custom routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2 Overview of skills-based routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3 Defining skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4 Assigning skills and attributes to users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
3-2 Chapter 3: Using Skills-Based and Custom Routing About skills-based and custom routing About skills-based and custom routing Skills-based and custom routing let you go beyond the predefined algorithms for distributing calls to agents. You can define your own system for how a queue chooses an agent for a given call, based on any combination of the following: • Skills. Calls have varying skill requirements attached and are routed to agents with the matching skills.
3-3 Chapter 3: Using Skills-Based and Custom Routing Overview of skills-based routing Overview of skills-based routing How skills-based routing works When a call arrives, you can attach skill requirements to it at the auto-attendant level before sending the call to the queue. The queue then tries to route the call to the available agent with the best matching skill.
3-4 Chapter 3: Using Skills-Based and Custom Routing Defining skills Tools to prepare for and analyze skills-based routing Wave provides an Excel spreadsheet that you can use to quickly see the impact of using different skills and weights, and calculate what would happen to calls in various scenarios. Wave’s easy-to-read queue logs show the routing and scoring decisions queues make while they are handling calls. See Appendix .
3-5 Chapter 3: Using Skills-Based and Custom Routing Assigning skills and attributes to users 4 If necessary, enter any Comments to help identify the skill. 5 Click OK. Note: You cannot delete a skill from that list if that skill is assigned to a user or queue. 6 When you are done entering skills, click OK to close the System Settings dialog. Assigning skills and attributes to users Skills can be defined at the queue level or the user level.
3-6 Chapter 3: Using Skills-Based and Custom Routing Assigning skills and attributes to users 3 Select the skill from the Skill drop-down list. To add another skill at the system level, click the star icon, and see the previous section, “Defining skills” on page 3-4. 4 Under Proficiency, enter the user’s skill value (0-100). 5 Click OK. Assigning attributes to users You can assign users the following non-skill attributes for call routing purposes: • Cost. A measure of how expensive an agent is to you.
3-7 Chapter 3: Using Skills-Based and Custom Routing Adding skill requirements to calls Adding skill requirements to calls This section describes configuring an auto attendant to add skill requirements to incoming calls. An auto attendant can attach skill requirements to a call in the following ways: • To all callers who enter the auto attendant. • To callers who select a particular menu choice. Note: You can also attach skill requirements to a call using the Wave Call Classifier.
Selecting and weighting relevant skills for a queue 3-8 Chapter 3: Using Skills-Based and Custom Routing 5 Under Minimum value and Maximum value, enter the range (from 0 to 100) that an agent’s skill value must be within to qualify for taking the call. Note: You can set up skills-based routing to ignore Maximum value, so that no agent is considered “overqualified” for a call. You can also set up skills-based routing to gradually relax the minimum requirements as the caller’s wait increases.
Setting up skills-based routing for a queue 3-9 Chapter 3: Using Skills-Based and Custom Routing 3 Select the skill from the Skill drop-down list. To add another skill at the system level, click the star icon, and see “Defining skills” on page 3-4. 4 Under Default proficiency, enter a default value for this skill in this queue. Agents without the skill will be treated as though they had the skill at this value. Agents with this skill override the default.
Setting up skills-based routing for a queue 3-10 Chapter 3: Using Skills-Based and Custom Routing Configuring skills-based routing for a queue To configure skills-based routing for a queue 1 Click the Distribution \ Agent Scoring tab in the Queue dialog. 2 Select “Skills-based or custom routing” from the Agent scoring algorithm drop-down list. Wave Contact Center Administrator Guide Release 2.
Setting up skills-based routing for a queue 3-11 Chapter 3: Using Skills-Based and Custom Routing When you select this option, additional fields are displayed on the Distribution \ Agent Scoring tab: 3 Under Distribution calculations are based on queue calls occurring in, specify the following: • Time period. Choose whether to distribute calls based on totals for the current Shift or the current Day (since midnight). • Direction.
Setting up skills-based routing for a queue 3-12 Chapter 3: Using Skills-Based and Custom Routing Defining how skills are used in routing calls to queues To define how Wave uses the skills you define to identify agents who are qualified to take a call, you specify the following: • Minimum and maximum skill requirements. A skill requirement on a call includes a minimum and maximum required value (see “Adding skill requirements to calls” on page 3-7).
Setting up skills-based routing for a queue 3-13 Chapter 3: Using Skills-Based and Custom Routing To define how skills are used in routing calls to the queue 1 Click the Distribution \ Agent Filtering (Skills) tab in the Queue dialog. 2 To specify the minimum and maximum skill requirements, select one of the following Send calls to agents options: • If the agent meets the minimum skill requirements.
Setting up skills-based routing for a queue 3-14 Chapter 3: Using Skills-Based and Custom Routing 3 Depending on the option you selected in the previous step, specify how adjust skill requirements over time. • Wait indefinitely for a matching agent. Calls with skill requirements wait indefinitely until an appropriately skilled agent is available. They are never sent to agents who do not meet those requirements. • Reduce call’s skill requirements after __ seconds.
Setting up skills-based routing for a queue 3-15 Chapter 3: Using Skills-Based and Custom Routing 4 In the table, define by how much each skill requirement is adjusted whenever the system makes an adjustment pass. You can have the system adjust different skill requirements at different rates. For each skill, click the Reduce minimum by column to enter a number by which the skill minimum will be reduced.
3-16 Chapter 3: Using Skills-Based and Custom Routing Viewing an agent’s skills within a queue Viewing an agent’s skills within a queue To view an agent’s skills within a queue 1 Edit the agent (see “Adding agents to a queue” on page 2-19) and then click the Skills tab. 2 The Skills tab lists all the agent’s skills that are relevant within this queue. This user may have other skills, but they do not appear if they are not relevant to the queue.
Reducing wait time for calls with skill requirement matches 3-17 Chapter 3: Using Skills-Based and Custom Routing Reducing wait time for calls with skill requirement matches By default, calls are routed to agents in the order received, regardless of skill requirements. In fact, calls with skill requirements may wait longer, since they are waiting on a smaller pool of agents who have the required skills.
Using custom agent scoring 3-18 Chapter 3: Using Skills-Based and Custom Routing 2 Check Add the agent’s average proficiency times __ to the call’s score. Enter a number that determines how much a call moves ahead in the queue when one or more of its skill requirements find a matching available agent. When an agent with a matching skill becomes available, his or her skill value is multiplied by that number and added to the call’s score.
Using custom agent scoring 3-19 Chapter 3: Using Skills-Based and Custom Routing You can create your own customized agent scoring system that scores agents according to a variety of factors. You determine how much weight each factor carries in determining the agents’ scores. With custom agent scoring you can do the following: • Blend two or more predefined algorithms.
3-20 Chapter 3: Using Skills-Based and Custom Routing Using custom agent scoring Configuring custom agent scoring To set up custom agent scoring 1 Click the Distribution \ Agent Scoring tab in the Queue dialog. 2 Select Skills-based or custom routing from the Agent scoring algorithm drop-down list.
3-21 Chapter 3: Using Skills-Based and Custom Routing Using custom agent scoring The agent scoring formula Agents are scored as follows: Required skill proficiency weighted average (see below) * skill factor weight plus Cost * cost weight plus Custom 1 * custom 1 weight plus Custom 2 * custom 2 weight plus Custom 3 * custom 3 weight plus Idle time algorithm rank * idle time weight plus Talk time algorithm rank * talk time weight plus Number of calls algorithm rank * number of calls weight plus Top down a
3-22 Chapter 3: Using Skills-Based and Custom Routing Using custom agent scoring Example Agent 1 Factor Agent 2 Value Weight Score Round robin 100 1 100 Longest Idle 33 2 Spanish 50 Kazakhstan Cost (neg) Value Weight Score Round robin 0 1 0 66 Longest Idle 100 2 200 1 50 Spanish 100 1 100 20 10 200 Kazakhstan 0 10 0 50 1 -50 Cost (neg) 100 1 -100 366 Total Total Factor 200 Viewing agent and call scoring decisions You can use the queue logs to review and
Chapter 4 Using Contacts and Call Rules with a Queue CHAPTER CONTENTS About using contacts and call rules with a queue . . . . . . . . . . . . . . . . . . . . . . . 4-1 Setting up a utility user for a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2 Creating queue contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-9 Setting up call rules for a queue. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
4-2 Chapter 4: Using Contacts and Call Rules with a Queue Setting up a utility user for a queue Benefits of using contacts with a queue By setting up public contacts for the queue that represent important customers or business contacts, you can enjoy the following benefits: • Wave can identify the queue’s contacts when they call, so that calls appear in the agents’ Call Monitors labelled with the contact’s name.
Setting up a utility user for a queue 4-3 Chapter 4: Using Contacts and Call Rules with a Queue Creating the utility user For more about creating users, see Chapter 11 in the Wave Global Administrator Guide. To create a utility user 1 If necessary, click the Administration tab in the Global Administrator Management Console. Click 2 Click the User/Group Management icon, located in the PBX Administration section. 3 Log on to the User/Group Management applet, which opens in a remote access window.
4-4 Chapter 4: Using Contacts and Call Rules with a Queue Setting up a utility user for a queue 7 Click the Voice Mail tab. 8 Select the No Mailbox checkbox. Voice messages for the queue will be stored in the queue’s voice mailbox, so the utility user does not need one. 9 Click the Audio \ Voice Title tab. Wave Contact Center Administrator Guide Release 2.
Setting up a utility user for a queue 4-5 Chapter 4: Using Contacts and Call Rules with a Queue 10 Use the audio controls to record the queue’s name, for example, “Sales queue.” See “Using the audio controls” on page 1-5 for instructions. 11 Click the Phone \ Call Handling tab. 12 Deselect all options. Wave Contact Center Administrator Guide Release 2.
Setting up a utility user for a queue 4-6 Chapter 4: Using Contacts and Call Rules with a Queue 13 Click the Dial-by-Name Directory tab. 14 Check List in dial-by-name directory if you want callers and users to be able to find the queue by name. Note: If you list the utility user in the dial-by-name directory, you should deselect this option for the queue itself, so that callers who reach the dial-by-name directory do not hear two entries for the queue. 15 Click OK.
Setting up a utility user for a queue 4-7 Chapter 4: Using Contacts and Call Rules with a Queue Creating the utility user’s routing list For more about how routing lists work, see Chapter 9 in the Wave ViewPoint User Guide. 1 Log on to ViewPoint as the utility user. 2 Choose File > New > Routing List. If you see the Welcome to the Routing List Wizard screen, click Routing List Editor. The Routing List dialog opens. 3 Give the Routing List a Name to help you identify it with the queue, such as “To Sales.
Setting up a utility user for a queue 4-8 Chapter 4: Using Contacts and Call Rules with a Queue 5 Click the If not answered or busy tab. 6 Under Final action if the call is not answered or the station is busy, do the following: • Deselect the Play greeting checkbox. • Select Transfer to an extension from the Final action drop-down list. • From the Transfer to drop-down list that appears, select the queue to which you want the utility user to send calls.
4-9 Chapter 4: Using Contacts and Call Rules with a Queue Creating queue contacts Creating queue contacts You create contacts for the queue by creating public contacts for the utility user. For more about how contacts are used in Wave, see Chapter 10 in the Wave ViewPoint User Guide. To create queue contacts 1 Log on to ViewPoint as the utility user. 2 Choose File > New > Contact to add a contact. 3 Select Contacts (Public) from the Create new contact in folder drop-down list.
4-10 Chapter 4: Using Contacts and Call Rules with a Queue Setting up call rules for a queue Example: To define a call rule that plays certain callers (contacts) a special Welcome message before they enter the queue, you would create a call rule that sends calls to a custom routing list (a routing list created for the utility user) that has the following features: • No actions • A greeting that plays the Welcome message before the final action • A final action of Transfer to Extension that transfers
Chapter 5 Working as an Agent in a Contact Center Queue CHAPTER CONTENTS Starting and ending your shift, and taking breaks . . . . . . . . . . . . . . . . . . . . . . . 5-1 What Contact Center agents need to know . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-3 Signing in and out of a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5 Receiving and handling queue calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Starting and ending your shift, and taking breaks 5-2 Chapter 5: Working as an Agent in a Contact Center Queue Starting your shift To start your shift and begin receiving queue calls, make yourself ready by doing either of the following: • • Using your phone keypad, press either of the following at a dial tone: • * 50. This selects the Available personal status. • * 51. This selects the Available (Queue Only) personal status.
What Contact Center agents need to know 5-3 Chapter 5: Working as an Agent in a Contact Center Queue Taking a break To take a break from answering queue calls during your shift, do one of the following: • Pick up the phone and press *53. • In ViewPoint, select the personal status On Break. Note: Select the On Break personal status whenever you leave your phone during your shift, even for a short time.
What Contact Center agents need to know 5-4 Chapter 5: Working as an Agent in a Contact Center Queue Working at different phones If you need to work at a phone other than your default station, or if you have no default station and always work at a variety of phones, add the following steps to your routine: 1 When you first sit down at a new phone to receive calls, before marking yourself as Available, log on and forward your calls to your current location.
Signing in and out of a queue 5-5 Chapter 5: Working as an Agent in a Contact Center Queue Signing in and out of a queue You can be either signed in or signed out of each queue to which you belong. Only when you are signed in do you receive calls from the queue. When you are signed out of a queue, you can see and affect its calls in the Call Monitor, but the queue does not send calls to your phone.
Receiving and handling queue calls 5-6 Chapter 5: Working as an Agent in a Contact Center Queue Receiving and handling queue calls You can receive and handle queue calls by using either the phone commands or ViewPoint. When the queue sends a call to you, your phone rings and the call appears in ViewPoint’s Call Monitor folder. Queue calls ignore your routing list and only ring your “Where I Am” location (your station or call forwarding number).
Receiving and handling queue calls 5-7 Chapter 5: Working as an Agent in a Contact Center Queue Being monitored or coached by a supervisor Contact Center supervisors have the ability to supervise your queue calls on the following levels: • Monitoring. A supervisor may listen in on any of your calls without you or the caller hearing. You will be unaware of the monitoring unless you have the permission View agents being monitored.
5-8 Chapter 5: Working as an Agent in a Contact Center Queue Receiving and handling queue calls Using the Call Monitor tabs When you are an agent in a Contact Center queue, your Call Monitor folder displays the following tabs: • A tab that shows the queue’s calls, with the name of the queue on it. If the tab name appears with an asterisk, it means that you are signed out from that queue. Note: You must have permission to see this tab. If you do not see it, see your Wave system administrator.
Placing calls from a queue vs. calling as user 5-9 Chapter 5: Working as an Agent in a Contact Center Queue Wrap-up time After you finish a queue call, you are given wrap-up time to complete any work relating to the call. During your wrap-up time you will not receive any queue calls. Your Wave system administrator sets how much wrap-up time you have. While you are in wrap-up time, appears in the ViewPoint status bar.
Placing calls from a queue vs. calling as user 5-10 Chapter 5: Working as an Agent in a Contact Center Queue When calling as a queue, your calls appear on both the My Phone tab and the queue tab in your Call Monitor. The calls are logged both in your personal Call Log and the queue’s Call Log, with the queue name in the From column. Note: In the Call Monitor, Owner is who you are logged in as, while User is who you are calling as.
Popping up caller information 5-11 Chapter 5: Working as an Agent in a Contact Center Queue You can also learn from whom a station is placing outbound calls by picking up the station and pressing *0. The station information recording includes the line, “The current extension is calling as .” • is the extension of the last user who logged in at the station. • is the name of the queue that outbound calls are marked as being from.
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Chapter 6 Supervising a Contact Center Queue CHAPTER CONTENTS About supervising queues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-1 Viewing current queue calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Monitoring queue statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2 Supervising other agents’ calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Viewing current queue calls 6-2 Chapter 6: Supervising a Contact Center Queue Exempting supervisors from receiving queue calls Because supervisors are agents in the queue, by default they receive queue calls when they are ready, just as other agents do. To exempt an agent from receiving calls from a queue, sign the agent out for that queue, or configure the agent as an Observer (see “Adding agents to a queue” on page 2-19).
Monitoring queue statistics 6-3 Chapter 6: Supervising a Contact Center Queue Viewing queue statistics in the Queue Monitor folder To view statistics for a queue, open that queue in the ViewPoint Queue Monitor. To do so, in the ViewPoint Call Monitor click on the queue in the navigation pane. Queue statistics are displayed at the bottom of the Queue Monitor. In order to view a queue’s statistics, you must: • Be an agent in that queue.
Monitoring queue statistics 6-4 Chapter 6: Supervising a Contact Center Queue The Agents pane At the top of the Queue Monitor folder, the Agents pane displays the names of all agents in the queue, their current statuses, and their performance, including inbound and outbound calls. You can have the Agents pane display statistics by day or by shift. Choose Actions > Show agent statistics by day/shift. For information about shifts, see “Defining shifts for statistics display” on page 2-84.
Monitoring queue statistics 6-5 Chapter 6: Supervising a Contact Center Queue Agents Pane Information Agent State Agent’s current level of availability to take calls from this queue. Note than an agent can be in different states for different queues at the same time. The possible states are: Ready. The agent is signed in, and in the personal status Available or Available (Queue Only), and the phone is on-hook. The agent is ready to take a call. Active Inbound.
Monitoring queue statistics 6-6 Chapter 6: Supervising a Contact Center Queue Agents Pane Information 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.
Monitoring queue statistics 6-7 Chapter 6: Supervising a Contact Center Queue Agents Pane Information Inbound Calls Number of incoming queue calls that the agent has participated in since the beginning of the queue's current display period, including inbound calls transferred from other agents in the queue. Longest wrap-up The length of time that the agent spent in the longest wrap-up after a call.
6-8 Chapter 6: Supervising a Contact Center Queue Monitoring queue statistics The Queue Statistics pane At the bottom of the Queue Monitor folder, the Queue Statistics pane displays statistics for the queue as a whole. To show or hide the Queue Statistics pane, choose View > Queue Statistics Pane. You can display queue statistics for inbound calls only, outbound calls only, or all calls, by clicking the appropriate button above the Queue statistics by day section.
Monitoring queue statistics 6-9 Chapter 6: Supervising a Contact Center Queue The Queue Statistics pane displays the statistics shown in the following table. Queue Statistics Pane Current Status Queue status Whether the queue is currently distributing calls to agents. The possible statuses are: Open. The queue is distributing its calls to ready agents as normal. Closed. The queue is closed. No calls are being distributed to agents. Closed - No agents.
Monitoring queue statistics 6-10 Chapter 6: Supervising a Contact Center Queue Queue Statistics Pane Calls transferred out Number of calls transferred out of the queue without being handled by an agent, as a result of callers pressing the transfer key. (See “Offering options while a caller is waiting on a queue” on page 2-59.) Calls received Total number of calls received, including abandoned calls. Calls abandoned Number of callers who hung up without talking to an agent.
Monitoring queue statistics 6-11 Chapter 6: Supervising a Contact Center Queue Queue Statistics Pane Redirection Number of calls that have been automatically redirected by the queue, for each of the following categories: Maximum hold. Calls that reached the maximum wait time without being answered (see page 2-52). Queue busy. Calls that were redirected because the queue was too busy (see page 2-49). Queue closed. Calls that were redirected because the queue was closed (see page 2-53).
Monitoring queue statistics 6-12 Chapter 6: Supervising a Contact Center Queue When statistics are reset Statistics are reset to zero at the following times: Statistic type When reset Statistics by day At midnight, or when the Server is restarted. Statistics by period On 15, 30, or 60 minute intervals, depending on your configuration for Statistics period interval (see “Defining the statistics period” on page 2-83).
6-13 Chapter 6: Supervising a Contact Center Queue Monitoring queue statistics When statistics are refreshed By default the Queue Monitor folder refreshes with new statistics as soon as they become available, providing a real-time picture of queue activity. You can enter a slower refresh rate to improve the responsiveness of agents’ ViewPoint applications. You should change this setting if you find that agents’ ViewPoint applications are responding too slowly.
6-14 Chapter 6: Supervising a Contact Center Queue Monitoring queue statistics About agents’ personal status and state When working with the Queue Monitor, it is important to distinguish between an agent’s personal status and state. • Personal status. Determines whether the agent receives queue calls. An agent's personal status is the same across all queues. • State. Displays the agent's current activity, for example, whether the agent is currently in a queue call.
6-15 Chapter 6: Supervising a Contact Center Queue Monitoring queue statistics The following table shows how agent positions are calculated for each distribution algorithm. The descriptions apply separately to primary agents and to each tier of overflow agents. Algorithm Agent positions Top down Agents’ positions are ordered by their order in the queue and do not change. Round robin Agents’ positions are reordered according to which agent answered the previous queue call.
6-16 Chapter 6: Supervising a Contact Center Queue Monitoring queue statistics Algorithm Least talk time Agent positions Agent positions are ordered according to which agent has spent the least time on inbound queue calls during the current display period. The agent who has spent the least time on inbound queue calls since the beginning of the shift is at position 1. Note that only calls from a queue count as talk time in that queue.
Monitoring queue statistics 6-17 Chapter 6: Supervising a Contact Center Queue 3 Select or deselect the Update Agent Distribution Order column in Queue Monitor checkbox. 4 Click OK. Monitoring queue statistics using the phone Agents who have permission to monitor queue statistics can hear the current statistics for a queue at any time by picking up a Wave phone and dialing *55. The system prompts them to select the queue for which they want to hear statistics.
6-18 Chapter 6: Supervising a Contact Center Queue Supervising other agents’ calls *55 Queue Statistics Total calls Total number of calls received today (since the last midnight). Abandon rate Abandoned calls as a percentage of total calls. Supervising other agents’ calls You can assign agents permission to supervise other agents’ calls in the following ways: • Monitoring an agent’s call. The supervisor can listen to another agent’s call without being heard by the other agent or the caller.
6-19 Chapter 6: Supervising a Contact Center Queue Supervising other agents’ calls How supervised calls appear in the Call Monitor When you join another agent’s call, the call appears in your Call Monitor as a normal conference call. When you monitor or coach an agent on a call, the call appears in your Call Monitor showing all three parties to the call. Your row—the top row in the call—is labelled “Monitoring” or Coaching”. The following example shows a call being monitored.
Supervising other agents’ calls 6-20 Chapter 6: Supervising a Contact Center Queue Note: You can enter the complete digit string rapidly without waiting for the prompts. For example, to coach extension 102, you can enter *58 102# 1. 4 Once connected to the call, you can use the following phone command options: • To change the supervisor mode—for example, from monitoring to coaching—press Flash, then enter the code for the new mode.
6-21 Chapter 6: Supervising a Contact Center Queue Managing agents’ status Managing agents’ status With supervisor permissions, agents can directly control the status of other agents in the queue in the following ways: • Signing agents in or out of a queue • Changing an agent’s personal status Signing agents in or out of a queue An agent who is signed in to a queue receives calls from that queue when ready. When signed out, the agent is still a member of the queue, but does not receive queue calls.
6-22 Chapter 6: Supervising a Contact Center Queue Managing agents’ status To sign an agent in or out via ViewPoint 1 In ViewPoint, open the Queue Monitor folder by clicking its icon in the Folder List. 2 If there are tabs for more than one queue, click the tab of the queue for which you want to sign the agent in or out. 3 In the Agents pane, select the agent. 4 Choose Actions > Sign this agent into queue or Sign this agent out of queue. The command signs the agent in or out.
Managing agents’ status 6-23 Chapter 6: Supervising a Contact Center Queue 4 Double-click the queue in the Queues view to open the Queue dialog, and then click the Agents tab. 5 Double-click the agent’s name in the Agents in this queue list. The Agent dialog opens. Wave Contact Center Administrator Guide Release 2.
6-24 Chapter 6: Supervising a Contact Center Queue Managing agents’ status 6 Select or deselect the This agent is signed in checkbox. 7 Click OK to close the Agent dialog. 8 Click OK to close the Queue dialog. Changing an agent’s personal status A agent who has the permission Change an agent’s personal status set to Allow can directly change the personal statuses of agents in the queue.
6-25 Chapter 6: Supervising a Contact Center Queue Managing a queue’s voice mailbox Managing a queue’s voice mailbox Agents who have the permission Access queue mailbox set to View and Edit can manage voice messages that callers leave in the queue’s voice mailbox. They can listen to messages, reply to them, and delete them. They also can create voice mailbox folders and move messages among those folders.
Release 2.
Chapter 7 Running Contact Center Reports CHAPTER CONTENTS About the Contact Center Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1 Running a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3 Viewing report results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6 Setting Reporter options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
7-2 Chapter 7: Running Contact Center Reports About the Contact Center Reporter Contact Center Reporter requirements To run the Contact Center Reporter, you need the following: • Microsoft Excel 2003 SP3 or higher must be installed on the ViewPoint PC. • Wave permission to run reports. You must have the permission Access Contact Center Reporter set to “Allow”. See Chapter 11 in the Wave Global Administrator Guide for instructions on setting permissions.
7-3 Chapter 7: Running Contact Center Reports Running a report Running a report This section describes how to start the Contact Center Reporter and run a report. Note the following: • You cannot run reports on time periods for which you have archived the Call Log. Archiving removes information from the Wave database and makes it unavailable for reports.
7-4 Chapter 7: Running Contact Center Reports Running a report Using the Contact Center Reporter toolbar in Excel Wave makes Contact Center Reporter options available to you from within Excel on the Reporter toolbar. To display the Contact Center Reporter Toolbar, in Excel, choose View > Toolbars > Contact Center Reporter Toolbar.
7-5 Chapter 7: Running Contact Center Reports Running a report To run a Contact Center report 1 In ViewPoint, choose Tools > Reports. The Contact Center Reporter dialog opens. 2 Double-click the name of the report that you want to run. The report template for that report opens in Microsoft Excel and shows the options most recently selected for that report. If the following prompt regarding macros appears while Excel is opening, check Always trust macros from this source. Then click Enable Macros.
7-6 Chapter 7: Running Contact Center Reports Viewing report results 3 The Options dialog for the selected report opens. If it does not, click on the Excel Reporter toolbar. (See “Using the Contact Center Reporter toolbar in Excel” on page 7-4 if you do not see the Contact Center Reporter toolbar.) 4 In the Options dialog, modify the report parameters to focus on the time period or other criteria that you are interested in. See “Setting individual report options” on page 7-10 for more information.
7-7 Chapter 7: Running Contact Center Reports Viewing report results Note: Sometimes totals on the Data tab may appear to be incorrect. This is usually due to the way Excel presents numbers by rounding them to the number of displayed digits. The displayed total is always formed by taking the sum of the complete numbers, then rounding, as in the following example: Numbers as displayed Totals Unrounded numbers 6.47 5.87 6.4650 5.8699 12.33 12.3349 • Totals tab.
7-8 Chapter 7: Running Contact Center Reports Setting Reporter options Setting Reporter options You set Reporter options in the following ways: • Setting general Reporter options. See page 7-8. • Setting individual report options. See page 7-10. Setting general Reporter options Some reports will not run unless you have first set general Reporter options. To do so, you must have Administrator permissions. To set general Reporter options 1 From the Reporter, choose Tools > Options.
7-9 Chapter 7: Running Contact Center Reports Setting Reporter options 2 Under Toll-free options, enter the prefixes of phone numbers that can be dialed for free from the local Wave Server. These prefixes include your local area code as well as any toll-free area codes such as “800” and “888”. Separate entries with commas. You do not need to enter long-distance prefix digits, such as the “1” used in the U.S.
7-10 Chapter 7: Running Contact Center Reports Setting Reporter options Setting individual report options The Options dialog opens automatically whenever you run a report so you can specify the report parameters. You can also click Report Options on the Reporter toolbar to change a report’s parameters and run it again, for example, with a different date range. Different reports offer different options. For example, the following example shows the Options dialog for the Call Transfer report.
7-11 Chapter 7: Running Contact Center Reports Customizing Contact Center Reporter Customizing Contact Center Reporter This section describes the following: • Making a report Shared or Local. See page 7-11. • Reporting on outbound Contact Center calls. See page 7-12. • Reporting on internal calls. See page 7-12. Making a report Shared or Local Reports can be either shared or local, as follows: • Shared reports are stored on the Wave Server and can be run from any ViewPoint PC.
7-12 Chapter 7: Running Contact Center Reports Customizing Contact Center Reporter Reporting on outbound Contact Center calls For an agent’s outbound calls to appear in reports, the agent must mark his or her outbound calls as calls that are placed from the Contact Center. See “Placing calls from a queue vs. calling as user” on page 5-9. Reporting on internal calls To include internal (station-to-station) call data in your reports, turn on internal call logging in the Call Log.
Printing and scheduling reports with the Report Runner 7-13 Chapter 7: Running Contact Center Reports Printing and scheduling reports with the Report Runner The Report Runner enables you to create a desktop shortcut for running and printing a report. You can then run the report just by clicking the shortcut. You can choose whether to send the report to a printer or save it as a file. You can also use the Windows Task Scheduler to run the Report Runner at any time and interval you choose.
Printing and scheduling reports with the Report Runner 7-14 Chapter 7: Running Contact Center Reports To create a Report Runner shortcut to run the report 7 Create a desktop shortcut to the Report Runner, Tvrrun.exe. The default location for the Report Runner is: C:\Program Files\Vertical Wave\ViewPoint\Reporter\TVRRun\Tvrrun.exe For instructions on how to create a shortcut, see your Windows documentation.
Printing and scheduling reports with the Report Runner 7-15 Chapter 7: Running Contact Center Reports Examples: Report Runner shortcut Target fields This example sends the charted results of the Wait by Outcome1 report to the printer: C:\Program Files\Vertical Wave\ViewPoint\Reporter\TVRRun\ Tvrrun.exe C:\Program Files\Vertical Wave\ViewPoint\Reporter\ Reports\Wait by Outcome1.
7-16 Chapter 7: Running Contact Center Reports Available reports overview Running the Report Runner without a command line statement If you run the file Tvrrun.exe without modifying its command line, the system opens a Help topic that explains the Report Runner commands. Available reports overview You can produce the reports listed in the following table. For detailed examples of the reports, see the sections referenced in the table.
Available reports overview 7-17 Chapter 7: Running Contact Center Reports Contact Center Reports Name Description Agent Call Trends report (see page 7-26) Shows the number of calls an agent made or received and the agent’s average talk time. Agent Performance Trends by Queue report (see page 7-28) By hour, day, or any time interval, shows number of calls an agent made or received while working in a queue and average talk time.
7-18 Chapter 7: Running Contact Center Reports Available reports overview Contact Center Reports Name Description Call Transfer report (see page 7-42) By any time interval, reports on all of the calls transferred to another entity by a user, Contact Center queue, or ViewPoint Group. Call Trends report (see page 7-44) By hour, day, or any time interval, shows total outbound calls made by agents in a queue.
Available reports overview 7-19 Chapter 7: Running Contact Center Reports Contact Center Reports Name Description Outbound Call Comparison report (see page 7-58) Shows the number and duration of outbound calls in the following categories: In-state, Toll-free, and Other. Outbound Calls by Phone Number report (see page 7-58) Shows the number and duration of outbound calls placed to prefixes that you specify, for example 800 or 212.
7-20 Chapter 7: Running Contact Center Reports Available reports overview Contact Center Reports Name Description Unanswered Calls During Business Hours report (see page 7-77) By any time interval, shows inbound calls during your Wave business hours that were not answered by a user. User Activity report (see page 7-79) Pie charts showing the percentage of an agent's time spent in active versus other statuses. Shows the kinds of calls that make up the active calls.
7-21 Chapter 7: Running Contact Center Reports Activity History by Agent report Activity History by Agent report The Activity History by Agent report displays a row for every change in agent state and personal status, and how long the agent spent in each state, for all the queues to which the agent belongs.
7-22 Chapter 7: Running Contact Center Reports Activity History by Agent report Totals tab The Totals tab displays the following statistics for the agent for each date in the date range: • Calls answered. Total inbound calls answered. • Calls placed. Total outbound calls placed. • Inbound calls. Total number of inbound calls • Outbound calls. Total number of outbound calls. • Total calls. Total number of calls including inbound and outbound. • Time on calls.
7-23 Chapter 7: Running Contact Center Reports Activity History by Queue report Activity History by Queue report The Activity History by Queue report shows a row for every change in agent state and personal status, and how long each agent in the queue spent in each state. Setting options: Activity History by Queue report Important: This report can return a very large amount of data, so you should run it only for the date range required to avoid negatively impacting system performance.
7-24 Chapter 7: Running Contact Center Reports Activity History by Queue report Filtering the Activity History by Queue report To view all the entries of one type only, click the arrow button in any column header and select the element you want to view. The report is filtered to display only the records for that element. For example, you could filter by The Agent column for “Melody Altan” to see the activity of that agent only.
Agent by Queue and Skill Configuration report 7-25 Chapter 7: Running Contact Center Reports Agent by Queue and Skill Configuration report The Agent by Queue and Skill Configuration report lists each agent, the queues each agent belongs to, and the skills the agent possesses Setting options: Activity History by Queue report There are no report options for this report, which reports on all agents, all queues, and all skills.
7-26 Chapter 7: Running Contact Center Reports Agent Call Trends report Agent Call Trends report The Agent Call Trends report displays the number of inbound and outbound calls an agent handled, with the average talk time for each category. Reading the Agent Call Trend report Report tab The Report tab displays the following information in a stacked bar chart: • Interval. Each interval in the reporting period is labeled along the x-axis of the report. • Calls.
7-27 Chapter 7: Running Contact Center Reports Agent Call Trends report Data tab The Data tab displays the following information: The following fields appear in this report: • Time interval. Displays as the x-axis of the report. • Calls. The number of calls. Displays as the y-axis of the report. • Inbound calls / Outbound calls. Displays as different-colored bars. • Average talk time Inbound/Outbound. In minutes. Displays as two lines. Wave Contact Center Administrator Guide Release 2.
Agent Performance Trends by Queue report 7-28 Chapter 7: Running Contact Center Reports Agent Performance Trends by Queue report The Agent Performance Trends by Queue report shows the number of calls a user made or received for a particular queue and the average talk time. Personal calls—those sent directly to or made from the user’s extension—are not included. Station-to-station calls are not included in this report unless the Administrator selects the Log Internal Calls option.
7-29 Chapter 7: Running Contact Center Reports Agent Performance by Skill report Agent Performance by Skill report The Agent Performance by Skill report provides summary data showing how each agent in a queue performed in a given period by skill. This report allows setting various thresholds on Report Options tab in Excel that are colored on the Report and Data tabs if those values exceed the thresholds you specify. Reading the Agent Performance by Skill report This report is in data form only.
7-30 Chapter 7: Running Contact Center Reports Agent State Summary report • Wrap Up Time. The time between calls to finish up paper work. • Talk Time. The total talk time on the answered calls. • Average Talk Time. Talk Time / (Answered + Short Calls Answered). • Work Time. Talk Time + Wrap Up Time. Agent State Summary report The Agent State Summary report shows how much time an agent spent in each state, with separate displays for each queue to which the agent belonged.
7-31 Chapter 7: Running Contact Center Reports Agent State Summary report Report tab The Report tab displays the following information in a stacked bar chart: • Queue. Each queue of which the agent is a member is labeled along the x-axis of the report. • Total Duration (minutes). Total amount of time the agent spent in each of the following agent states per queue. Displayed as stacked bars, and read against the left y-axis of the report.
7-32 Chapter 7: Running Contact Center Reports Agent State Summary by Queue report Agent State Summary by Queue report The Agent State Summary by Queue report shows how much time each agent in a queue spent in each state. For an explanation of the various agent states, see page 6-4. Reading the Agent State Summary by Queue report Report tab The Report tab displays the following information in a stacked bar chart: • Agent. Each agent in the queue is labeled along the x-axis of the report.
Average Wait Time and Call Volume by Time of Day report • 7-33 Chapter 7: Running Contact Center Reports Offering • No answer • Active inbound • Active outbound • Dialing For the exact breakdown of the time each agent spent in various agent states, click the Data tab.
7-34 Chapter 7: Running Contact Center Reports Call Distribution by Skill and Agent report Report tab The Report tab displays the following information in a bar chart: • Time of Day. Each hourly time period is labeled along the x-axis of the report. • Call Volume. Average Call Volume (number of inbound calls) for each hourly time period. Displayed as bars, and read against the left y-axis of the report. • Wait Time.
Call Distribution by Skill and Agent report 7-35 Chapter 7: Running Contact Center Reports Reading the Call Distribution by Skill and Agent report Report tab The Report tab displays the following information in a side-by-side bar chart: • Agent. Each agent is labeled along the x-axis of the report. • Calls. Total number of calls with a skill requirement answered per agent. Displayed as side-by-side bars, and read against the left y-axis of the report.
7-36 Chapter 7: Running Contact Center Reports Call Distribution by Skill and Queue report Call Distribution by Skill and Queue report The Call Distribution by Skill and Queue report provides a summary of how many calls were answered per queue and per skill. In the Options dialog you can select one or many queues, one or many skills, and the report period.
7-37 Chapter 7: Running Contact Center Reports Call Log report Call Log report The Call Log report shows all the information that appears in the Call Log for a user or a queue, in a spreadsheet form that is easy to sort or filter. Using Microsoft Excel’s drop-down filtering tools, you can filter by any column to see just the calls you want. This report should only be run for a small number of days due to the quantity of data that may be produced.
7-38 Chapter 7: Running Contact Center Reports Call Log report For a description of the Call Log columns, see Chapter 8 in the Wave ViewPoint User Guide. Filtering Call Log data by column To filter the report by column, click the arrow on any column header. From the drop-down list, select the column entry that you want to display. The report shows only calls with that column entry. Alternately, select Custom to filter by more complex criteria.
7-39 Chapter 7: Running Contact Center Reports Call Result by Skill report Call Result by Skill report The Call Result by Skill report shows comparative call results for all calls with skill requirements. In the Report Options dialog you can select which skills to report on, and which queues to include in the totals, in addition to the report period.
7-40 Chapter 7: Running Contact Center Reports Call Summary report Report tab The Report tab displays the following information in side-by-side bar chart: • Skill. Each selected skill is labeled along the x-axis of the report. • Calls. Total number of Abandoned, Voice Mail, and Answered calls per skill. Displayed as side-by-side bars, and read against the left y-axis of the report. • Average Wait Time (sec).
7-41 Chapter 7: Running Contact Center Reports Call Summary report Reading the Call Summary report Report tab The Report tab displays the following information in a bar chart: • User. Each user who placed a call from an extension or a ViewPoint Group is labeled along the x-axis of the report. • Number of calls. Total number of calls placed per user. Displayed as bars, and read against the left y-axis of the report. • Average Duration (minutes). Average duration of each call.
7-42 Chapter 7: Running Contact Center Reports Call Transfer report Call Transfer report This report shows how many calls were transferred during the reporting period, and to whom the calls were transferred. You can report on all transferred calls, or on calls transferred by an individual user, queue, or ViewPoint Group. Setting options: Call Transfer report The following options are available for this report: • • One of the following: • Queue. Queue to report on. • User. User to report on.
7-43 Chapter 7: Running Contact Center Reports Call Transfer report Reading the Call Transfer report Report tab The Report tab displays the following information in a bar chart: • Transfer Target. Each party to whom a call was transferred is labeled along the x-axis of the report. • Number of Transfers. Total number of transfers per transfer target. Displayed as bars, and read against the left y-axis of the report. Wave Contact Center Administrator Guide Release 2.
7-44 Chapter 7: Running Contact Center Reports Call Trends report Data tab The Data tab contains the following columns: • Transfer Target. Each party to which a call was transferred is displayed as a row in the report. • Number of Transfers. Total number of calls transferred to the transfer target. • Inbound Calls. Total number of inbound calls received by the transfer target. Totals tab There is no Totals tab for this report.
7-45 Chapter 7: Running Contact Center Reports Call Trends report Reading the Call Trends report Report tab The Report tab displays the following information in a stacked bar chart: • Interval. Each interval in the reporting period is labeled along the x-axis of the report. • Calls. Total number of Inbound Calls and Outbound Calls per interval. Displayed as stacked bars, and read against the left y-axis of the report. • Talk Time.
7-46 Chapter 7: Running Contact Center Reports Call Volume by Account Code report Call Volume by Account Code report The Call Volume by Account Code report shows the inbound calls, total calls (inbound and outbound), and talk time for all calls for which an agent entered an account code. This report is useful for billing customers for service given to them over the phone or for tracking marketing campaigns.
7-47 Chapter 7: Running Contact Center Reports Call Volume by Identified Caller report Report tab The Report tab displays the following information in a stacked bar chart: • Account code. Each account code is labeled along the x-axis of the report. • Calls. Total number of Inbound Calls and Outbound Calls per account code. Displayed as stacked bars, and read against the left y-axis of the report. • Talk Time. Talk Time Inbound (minutes) and Total Talk Time (minutes) per account code.
7-48 Chapter 7: Running Contact Center Reports Contact Center Queue Information report Contact Center Queue Information report The Contact Center Queue Information report shows general information about each queue in your system, including a list of agents and their current settings. Use this report to get a snapshot of a queue’s setup without using the Administrator. Reading the Contact Center Queue Information report This report is in data form only.
Cumulative Calls and Average Talk Time by Agent report 7-49 Chapter 7: Running Contact Center Reports • Permissions. The agent’s permissions. See “Agent permissions” on page 2-24. • Overflow tier. The agent’s overflow tier. See “Configuring expected wait time” on page 2-45. A value of 0 indicates a primary agent. • Skills. A list of the agent’s skills.
Cumulative Calls and Average Talk Time by Agent report 7-50 Chapter 7: Running Contact Center Reports Report tab The Report tab displays the following information in a stacked bar chart: • Agents. Each agent in the queue is labeled along the x-axis of the report. There are two additional labels: • Unknown Agent(s). Used for calls involving agents who have been deleted from Wave. • Directly to Voice Mail. Used for calls that the queue sent directly to Voice Mail without ringing any agent’s phone.
7-51 Chapter 7: Running Contact Center Reports Custom Data report Custom Data report The Custom Data report shows the total number and average talk time of inbound calls involving a specific custom data variable for a user, queue, or for all calls. For example, you could configure an auto attendant to set the “Product” custom variable to “Apples” or “Oranges” based on the menu choice selected.
7-52 Chapter 7: Running Contact Center Reports Custom Data report Reading the Custom Data report Report tab The Report tab displays the following information in a stacked bar chart: • Variable setting. Each possible setting for the specified custom data variable is labeled along the x-axis of the report. • Calls. Total number of calls that involved the specified custom data variable. Displayed as bars, and read against the left y-axis of the report. • Talk Time.
7-53 Chapter 7: Running Contact Center Reports Grouped Service Level report Grouped Service Level report This report shows wait time for all external calls, displayed in five-second groupings. Wait time includes the amount of time that the caller waited between the extension being dialed and the user picking up, plus any time spent in a blind transfer later in the call. Note that wait time does not include time that the caller spent on hold, parked, or in a supervised transfer.
7-54 Chapter 7: Running Contact Center Reports Grouped Service Level report Reading the Grouped Service Level report Report tab The Report tab displays the following information in a stacked bar chart: • Wait Time (sec). Wait times in 5-second intervals are labeled along the x-axis of the report. • % of Calls. Percentage of the total number of calls per each 5-second wait time interval. Displayed as bars, and read against the left y-axis of the report.
7-55 Chapter 7: Running Contact Center Reports Inbound Call Outcome Trends report Inbound Call Outcome Trends report The Inbound Call Outcome Trends report shows the total number of calls to a queue and how those calls were handled, including the total calls handled by one agent, handled by multiple agents, sent to voicemail, and abandoned. Setting options: Inbound Call Outcome Trends report The following options are available for this report: • Period. Time frame to report on from the drop-down list.
7-56 Chapter 7: Running Contact Center Reports Inbound Call Outcome Trends report Report tab The Report tab displays the following information in a stacked bar chart: • Period. Each day in the reporting period is labeled along the x-axis of the report. • Calls. Total number of calls per day. Displayed as stacked bars, and read against the left y-axis of the report.
7-57 Chapter 7: Running Contact Center Reports Inbound Call Volume Trends report Inbound Call Volume Trends report The Inbound Call Volume Trends report shows the number of calls that a queue received, the average time callers waited, and the longest time a caller waited. Note: If the queue was configured to send calls directly to voicemail, those calls are included in the report and are treated as having a wait time of 0.
7-58 Chapter 7: Running Contact Center Reports Outbound Call Comparison report Outbound Call Comparison report The Outbound Call Comparison report separates your outbound calls into three categories: In-state, Toll-free, and Other. The In-state and Toll-free categories depend on your settings in the general Reporter Options dialog (see “Setting general Reporter options” on page 7-8). Standard long-distance calls (calls made to non-free area codes) are included under “Other.
7-59 Chapter 7: Running Contact Center Reports Outbound Call Comparison report Reading the Outbound Call Comparison report Report tab The Report tab displays the following information in a bar chart: • Categories. Each category—In-state, Toll-free, and Other—is labeled along the x-axis of the report. • Number of Calls. Total number of outbound calls per category. Displayed as bars, and read against the left y-axis of the report. • Total Duration (minutes).
7-60 Chapter 7: Running Contact Center Reports Outbound Calls by Phone Number report Outbound Calls by Phone Number report This report counts the number and duration of outbound calls placed to a specified list of phone number prefixes. Enter the prefixes in the Number prefixes field in the Options dialog for this report (separate prefixes with commas). Note: If your prefixes overlap, a call can show up in more than one column.
7-61 Chapter 7: Running Contact Center Reports Outbound Calls by Phone Number report Reading the Outbound Calls by Phone Number report Report tab The Report tab displays the following information in a stacked bar chart: • Number prefixes. Each prefix you selected to report on is labeled along the x-axis of the report. • Number of Calls. Total number of outbound calls per prefix. Displayed as bars, and read against the left y-axis of the report. • Total Duration (minutes).
7-62 Chapter 7: Running Contact Center Reports Outbound Long Distance Summary report Outbound Long Distance Summary report You can use this report to track your outbound long-distance phone traffic and estimate a phone bill for a given period. The chart displays the total number of outbound long distance calls and the duration of each. The Data tab shows the estimated cost of your long distance calls.
Outbound Long Distance Summary report 7-63 Chapter 7: Running Contact Center Reports Reading the Outbound Long Distance Summary report Report tab The Report tab displays the following information in a bar chart: • Interval. Each interval in the reporting period is labeled along the x-axis of the report. • Long Distance Calls. Total number of outbound trunk calls per interval whose numbers do not begin with any of the digit sequences listed in the Toll free options field in the Reporter Options dialog.
7-64 Chapter 7: Running Contact Center Reports Outbound Long Distance Summary report Data tab The following fields appear on the Data tab of this report. Each is totaled at the bottom. • Interval. The time interval chosen. • Outbound calls. The total number of outbound trunk calls, long distance or otherwise. Note that to count as an outbound call, a call must match the Criteria for counting outbound calls defined in the Reporter Options dialog (see “Setting general Reporter options” on page 7-8).
7-65 Chapter 7: Running Contact Center Reports Queue Call History Detail report Queue Call History Detail report The Queue Call History Detail report shows the call history for a selected queue during the selected time period, including the skill requirements for each call. Reading the Queue Call History Detail report The report shows the following information for each call: • Date and Time that the call entered the Wave system. • Call ID. The system ID number of the particular call.
7-66 Chapter 7: Running Contact Center Reports Queue Call History Detail report Queue Comparison report The Queue Comparison report compares the performance of all queues in terms of total number of calls, average wait time, and the number of calls handled, sent to Voice Mail, abandoned, redirected, and transferred out of the queue. For example, you can see how well the sales queue is performing compared to the technical support queue.
7-67 Chapter 7: Running Contact Center Reports Queue Call History Detail report Each stacked bar displays the total number of calls per queue that resulted in any of the following outcomes: • Handled • Voice Mail* • Abandoned • Redirected* • Transferred Out of Queue For the exact number of calls that resulted in each outcome, as well as a breakdown of the Voice Mail and Redirected categories, click the Data tab. • Wait Time. Average Wait (minutes) per queue.
Queue Performance Summary by Agent report 7-68 Chapter 7: Running Contact Center Reports Queue Performance Summary by Agent report The Queue Performance Summary by Agent report lists performance information for each agent in a queue, including inbound, outbound, and internal call statistics, as well as the percentage of time spent in each agent state. Reading the Queue Performance Summary by Agent report The report displays the following information for each agent: • Signed In.
7-69 Chapter 7: Running Contact Center Reports Service Level report Service Level report The Service Level report tracks wait time by showing the percentage of calls to a queue that have been answered, sent to voicemail, abandoned, re-directed, or transferred as wait time progresses. The total number of calls in each category is shown in parentheses at the bottom of the report.
7-70 Chapter 7: Running Contact Center Reports Service Level report Service Level report worksheet totals To view service level totals, click the Totals tab at the bottom of the report. The Totals sheet for the Service Level report displays the following statistics by wait time for the reporting period: • %Answered. Percentage of calls that were answered. • % Sent to Voice Mail. Percentage of calls that were. • %Abandoned. Percentage of calls that were abandoned by the caller. • Redirected.
7-71 Chapter 7: Running Contact Center Reports Service Level by Skill report Service Level by Skill report The Service Level by Skill report tracks wait time for calls with a single selected skill requirement in a single queue by showing the percentage of calls that has been answered, sent to voicemail, and abandoned as wait time progresses. The total number of calls is shown in parentheses at the bottom of the report.
7-72 Chapter 7: Running Contact Center Reports Skill Assignment by Agent report Skill Assignment by Agent report The Skill Assignment by Agent report shows skills by agent by queue. Setting options: Skill Assignment by Agent report There are no report options for this report, which reports on all agents, all queues, and all skills.
7-73 Chapter 7: Running Contact Center Reports Trunk Performance report Setting options: Trunk Performance report The following options are available for this report: • Trunks. Wave trunk numbers of the trunks to report on. Use hyphens to indicate a range of trunks and commas to separate individual trunk numbers or a series of trunk ranges. Do not use overlapping trunk ranges, such as 1-10, 9-15. Be sure to use commas (not semicolons) to separate entries.
7-74 Chapter 7: Running Contact Center Reports Trunk Performance report Reading the Trunk Performance report Report tab The Report tab displays the following information in a stacked bar chart: • Hour of Day. Each hour in the day is labeled along the x-axis of the report. • Average Calls/Day. Total number of calls per interval. Inbound Calls and Outbound Calls are displayed as stacked bars, and read against the left y-axis of the report. • % Trunk Usage. Percentage of trunk usage per interval.
7-75 Chapter 7: Running Contact Center Reports Trunk Usage report • Erlangs. A decimal number showing the ratio of the time during which a trunk group is occupied to the time that the trunk group is available for calls. The Erlangs value in this report is based on the Busiest Hour calculation (see Busiest Hour, above). • Actual Failure Rate. The percentage of calls that did not go through. • Number of trunks. Initially this number equals the number of trunks that you entered in the report options.
7-76 Chapter 7: Running Contact Center Reports Trunk Usage report Reading the Trunk Usage report The following fields appear on the Chart or data tab of this report: • Interval. Displays as the x-axis of the report. • Total Duration. The total duration of all calls on the selected trunks for the interval. Displays as stacked bars. Read against the left y-axis of the report. • All Trunks Busy Duration. The amount of time during the interval in which all selected trunks were in use.
Unanswered Calls During Business Hours report 7-77 Chapter 7: Running Contact Center Reports Unanswered Calls During Business Hours report The Unanswered Calls During Business Hours report shows external inbound calls during your Wave business hours that were not answered by a user. This includes calls that were answered by another extension type, such as a queue or an auto attendant, but never picked up by a user.
Unanswered Calls During Business Hours report 7-78 Chapter 7: Running Contact Center Reports Reading the Unanswered Calls During Business Hours report Report tab The Report tab displays the following information in a stacked bar chart: • Interval. Each interval in the reporting period is labeled along the x-axis of the report. • Unanswered Calls. Total number of unanswered calls per interval. Displayed as stacked bars, and read against the left y-axis of the report. • % Unanswered.
7-79 Chapter 7: Running Contact Center Reports User Activity report User Activity report The User Activity report breaks down an agent’s time by activity in pie-chart form, showing both total activity and activity by queue.The Active Details pie chart appears only for agents in Contact Center queues. Setting options: User Activity report The following options are available for this report: • Agent. Agent to report on. • Period. Time frame to report on.
7-80 Chapter 7: Running Contact Center Reports User Call Trends report The User Activity pie chart shows the percentage of time that the user spent in each of several states. The following table shows how the states correspond to personal statuses and other states for agents and non-agent users.
7-81 Chapter 7: Running Contact Center Reports User Call Trends report Reading the User Call Trends report Report tab The Report tab displays the following information in a stacked bar chart: • Interval. Each interval in the reporting period is labeled along the x-axis of the report. • Calls. Total number of Inbound Calls and Outbound Calls per interval. Displayed as stacked bars, and read against the left y-axis. • Talk Time.
7-82 Chapter 7: Running Contact Center Reports Wait by Outcome report Data tab The Data tab displays the following information: • Interval. Each interval during the reporting period is displayed as a separate row. • Inbound calls. Total number of inbound calls. • Outbound calls. Total number of outbound calls. • Average Talk Time Inbound (minutes). Average talk time per inbound call. • Average Talk Time Outbound (minutes). Average talk time per outbound call. • Total Calls.
Appendix A Creating Custom Reports CHAPTER CONTENTS About custom reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Connecting to the Wave database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-1 Wave database schema. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . A-2 About custom reports The database used for the Wave data is Microsoft SQL Server.
A-2 Appendix A: Creating Custom Reports Wave database schema Wave database schema The Wave database contains the following tables that are used for reporting: • CallLog table (page A-3) • PartyLog table (page A-5) • QueueEncounter table (page A-8) • AgentStateChange table (page A-9) • UserStateChange table (page A-10) • PhoneBookEntry table (page A-10) • ExtensionSettings table (page A-11) • Agent table (page A-11) • QueueSkillDefinitions table (page A-12) • PBEQueueSkills table (page A
A-3 Appendix A: Creating Custom Reports Wave database schema The CallLog table The CallLog table contains data for each completed call. At the completion of each call, a single row is added to the table. The majority of columns in the table contain redundant data that can be found in other tables; they are included only to speed up data retrieval for the Administrator and ViewPoint application Call Log views.
A-4 Appendix A: Creating Custom Reports Wave database schema Name Description PlacedBy PhoneBookEntry ID of the person who placed the call. PlacedByFirstName First name of the person who placed the call. PlacedByLastName Last name of the person who placed the call. FromPhoneNumber This column is not currently supported.
A-5 Appendix A: Creating Custom Reports Wave database schema The PartyLog table The PartyLog table contains data for each party in a completed call. Each person in the call counts as a party, so there can be multiple rows in this table for a single row in the CallLog table. The following are the columns in the PartyLog table: Name Description ID Unique identifier for the party. CallID ID of the call that owns the party row.
A-6 Appendix A: Creating Custom Reports Wave database schema Name Description Role What role the party played in the call: 3 = Peer 13 = Coach 15 = Pupil 16 = Monitor ReasonForLeaving The reason this party was removed from the call: 0 = No reason 1 = Party hung up 2 = Party was hung up on 3 = Party abandoned call before anyone answered 4 = Party went to voicemail 5 = Party was blind transferred 6 = Party was supervised transferred 7 = Party was merged into a conference call 8 = Party is a user who lo
A-7 Appendix A: Creating Custom Reports Wave database schema Name Description CallerIDType The type of phone number used for the Caller ID number: 6 = Centrex number or Internal number (Internal if ServiceAccessCode is blank, otherwise Centrex) CallerIDQ931Type Whether phone number parsing rules were used: 0 = No 8 = Yes ServiceAccessCode Access code for the service used by the party. For outbound calls this is the dialing service selected.
A-8 Appendix A: Creating Custom Reports Wave database schema The QueueEncounter table Each inbound or outbound call for a queue results in a record in this table. A call that travels from one queue to another queue will create two records in this table. Name Description ID Unique identifier of the encounter entry. CallID ID of the CallLog entry for this encounter. QueueID ID of the Queue entry that had this encounter. Time Timestamp for when the encounter occurred.
A-9 Appendix A: Creating Custom Reports Wave database schema The AgentStateChange table The AgentStateChange table contains data that tracks the state of agents. Name Description PbeID ID of the PhoneBookEntry row that represents the user. QueueID ID of the queue row that represents the queue that this change was made in. Time Timestamp for when the user entered the state. Duration Number of seconds the user was in the state before it changed. State The state the agent was in before the change.
A-10 Appendix A: Creating Custom Reports Wave database schema The UserStateChange table The UserStateChange table contains data that tracks the state of users. Name Description PbeID ID of the PhoneBookEntry row that represents the user. Time Timestamp for when the user entered the state. Duration Number of seconds the user was in the state before it changed. State The state the user was in before the change.
A-11 Appendix A: Creating Custom Reports Wave database schema The ExtensionSettings table Many types of Wave extensions (users, auto attendants, queues, etc.) have an entry in the ExtensionSettings table. Name Description ID Same number as the corresponding record in the PhoneBookEntry table. Number Extension number. UserType 0 = Normal user 1 = ACD workgroup user. This feature is not currently supported.
A-12 Appendix A: Creating Custom Reports Wave database schema QueueSkillDefinitions table The system-wide skill list is saved in this table. Name Description ID Unique identifier of each skill. Name Name. PBEQueueSkills table Agent skills are saved in this table. Name Description ID Refer to agent/user's PhoneBookEntry record. SkillID Refer to QueueSkillDefinitions record. ProficiencyValue The proficiency value. PBEQueueAttributes table Agent attributes are saved in this table.
A-13 Appendix A: Creating Custom Reports Wave database schema PersonalStatus table Each personal status for each user has a record in this table. Name Description ID Unique ID to identify the record. OwnerID Refer to user's PhoneBookEntry record. Name The internal name that will be translated into localized names when used. IsSystem 0 = User's custom personal status. 1 = System created personal status. Queue table Each queue defined in the system has a record in this table.
A-14 Appendix A: Creating Custom Reports Wave database schema QueueSkills table Each skill defined in a queue has a record in this table. Name Description QueueID Refer to PhoneBookEntry record of the queue SkillID Refer to QueueSkillDefinitions record of the skill. SkillReqLog table For each skill requirement of a call, there is a record in this table. Name Description ID Unique identifier of a record. CallID Refer to the record in the CallLog table.
Appendix B Troubleshooting Contact Center Queues CHAPTER CONTENTS Troubleshooting queue behavior using queue logs . . . . . . . . . . . . . . . . . . . . . . B-1 Troubleshooting agent issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3 Troubleshooting queue behavior using queue logs Queue logs can be an invaluable troubleshooting tool, helping you determine exactly why a call did or did not go to a given agent.
Troubleshooting queue behavior using queue logs B-2 Appendix B: Troubleshooting Contact Center Queues About queue log files When enabled, queue logs are created on the Wave Server in the following location: C:\Program Files\TeleVantage Server\Logs Queue log files are incrementally named using the format TVQueue*.txt for example, TVQueue1.txt, TVQueue2.txt, and so forth. The maximum size of a queue log file is 4MB, and by default the maximum number of queue log files is 20.
Troubleshooting agent issues B-3 Appendix B: Troubleshooting Contact Center Queues Note that each call is listed with its Call ID number in parentheses. You can view the Call ID number in the Administrator or ViewPoint Call Log by showing the Call ID column (hidden by default). Call ID also appears in the Queue Call History Detail report (see page 65).
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Index Symbols * (on Call Monitor and Queue Monitor tabs) 5-5 *00 (log off from workstation) 5-4 *14 (place calls from a queue) 5-9 *50 (select Available personal status) 5-2 *51 (select Available Queue Only personal status) 5-2 *52 (select Available non-Queue personal status) 5-2 *53 (select On Break personal status) 5-3 *54 (terminate wrap-up time) 5-9 *55 (hear queue statistics) 6-17 *56 (sign in or out of a queue) 5-5 A account codes report 7-46 Activity History by Agent report 7-21 Activity History by
Index-2 C Call Distribution by Skill and Agent report 7-34 Call Distribution by Skill and Queue report 7-36 Call ID number B-3 Call Log queue activity in 2-12 Call Log report 7-37 Call Monitor tabs for contact center agents 5-8 call priority 2-37 Call Result by Skill report 7-39 call rules, applying to queue calls 4-9 call scoring overview 2-35 in queue logs B-1 time in queue vs time in system 2-36 with call priority 2-37 with skills 3-17 Call Summary report 7-40 Call Transfer report 7-42 Call Trends repor
Index-3 deleting queue 2-90 dial-by-name directory, listing queues in 2-15 distribution algorithms 2-29 E Examples call rule for special Welcome message 4-10 conditional Hold prompt 2-64 printing reports with Report Runner 7-15 Excel, using reports toolbar in 7-4 expected wait time, improving 2-46 exporting voice files 1-6 extensions for queues 2-10 Hold prompts conditional 2-63 creating 2-60 using custom data variables with 2-64 hot-desking 2-28 I importing voice files 1-6 Inbound Call Outcome Trends r
Index-4 O On Break status, automatically placing agents in 2-34 options for waiting callers 2-59 Outbound Call Comparison report 7-58 outbound caller ID 2-13 Outbound Calls by Phone Number report 7-60 Outbound Long Distance Summary report 7-62 overflow agents defined 2-4 using in queues 2-41 P password security 2-73 permissions defined 2-24 for contact center agents to supervise other agents 2-4 setting defaults 2-16 personal calls, defined 2-4 personal status and state 6-14 changing an agent’s 6-24 preve
Index-5 using call rules with 4-9 using contacts with 4-2 using overflow agents 2-41 utility user 4-2 validating data entry by callers 2-71 viewing statistics online 6-2 voice mail greetings for 2-78 voice mailbox for 6-25 voice title for 2-76 wait by outcome report 7-82 Welcome prompt for 2-77 Queues view 2-7 R reading, related 1-6 receiving and handling queue calls 5-6 recording agents’ calls 2-22 queue calls 2-80 recordings creating 1-5 redirecting calls 2-49 related reading 1-6 remote agents 2-28 repo
Index-6 S T schema for database A-2 security Wave system 1-8 security, managing for a queue 2-73 Service Level by Skill report 7-71 Service Level report 7-69 shared reports 7-11 shifts with call center queues 2-83 signing in and out 5-1 simultaneous ring distribution 2-30, 2-31 Skill Assignment by Agent report 7-72 skills overview 3-3 adding to calls as requirements 3-7 adding to queues 3-8 adjusting requirements over time 3-12 assigning to users 3-5 configuring a queue to use 3-9 defining 3-4 reducing w
Index-7 Welcome prompt, recording 2-77 working remotely 5-11 wrap-up time default setting for 2-16 ending early 5-9 using 5-9 Wave Contact Center Administrator Guide Release 2.
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