Installation guide

Contents-7
Wave Contact Center Administrator Guide
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 Call Summary report - - - - - - - - - - - - - - - - - - - - 7-41
Call Transfer report - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-42
Setting options: Call Transfer report - - - - - - - - - - - - - - - - - - - 7-42
Reading the Call Transfer report - - - - - - - - - - - - - - - - - - - - - 7-43
Call Trends report - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-44
Reading the Call Trends report - - - - - - - - - - - - - - - - - - - - - - 7-45
Call Volume by Account Code report - - - - - - - - - - - - - - - - 7-46
Reading the Call Volume by Account Code report - - - - - - - - - 7-46
Call Volume by Identified Caller report - - - - - - - - - - - - - - - 7-47
Contact Center Queue Information report - - - - - - - - - - - - - 7-48
Reading the Contact Center Queue Information report - - - - - 7-48
Cumulative Calls and Average Talk Time by Agent report - 7-49
Reading the Cumulative Calls/Avg Talk Time by Agent report 7-49
Custom Data report - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-51
Setting options: Custom Data report - - - - - - - - - - - - - - - - - - 7-51
Reading the Custom Data report - - - - - - - - - - - - - - - - - - - - - 7-52
Grouped Service Level report - - - - - - - - - - - - - - - - - - - - - 7-53
Setting options: Grouped Service Level report - - - - - - - - - - - 7-53
Reading the Grouped Service Level report - - - - - - - - - - - - - - 7-54
Inbound Call Outcome Trends report - - - - - - - - - - - - - - - - 7-55
Setting options: Inbound Call Outcome Trends report - - - - - - 7-55
Reading the Inbound Call Outcome Trends report - - - - - - - - - 7-55
Inbound Call Volume Trends report - - - - - - - - - - - - - - - - - 7-57
Reading the Inbound Call Volume Trends report - - - - - - - - - - 7-57
Outbound Call Comparison report - - - - - - - - - - - - - - - - - - 7-58
Setting options: Outbound Call Comparison report - - - - - - - - 7-58
Reading the Outbound Call Comparison report - - - - - - - - - - - 7-59
Outbound Calls by Phone Number report - - - - - - - - - - - - - 7-60
Release 2.0 Service Pack 1
April 2011