Installation guide

Collecting queue statistics 2-83
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
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.
This section describes how to set the following options for how statistics are displayed:
• Statistics period
•Shifts
Both are used for display purposes only, to compare previous performance with current performance.
The Queue Monitor displays statistics for the previous and the current periods, and for the previous
and current shifts.
Defining the statistics period
The statistics period defines a length of time that you use to compare performance throughout
the day. For example, if you set the statistics period to one hour, the Queue Monitor displays
totals for the previous hour and the current hour.
Release 2.0 Service Pack 1
April 2011