Installation guide

Collecting queue statistics 2-84
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
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. For example, you can break the workday into a morning shift and an afternoon shift.
During the afternoon you can then view the statistics for the ongoing afternoon shift and
compare them to the statistics for the morning shift.
Note: Defining shifts is unrelated to scheduling agent work periods, which is something you do
outside of Wave. It may be helpful to define shifts that govern statistics display according to the
following instructions so that they match your company’s actual work schedules, but it is not
required.
Release 2.0 Service Pack 1
April 2011