Installation guide

Contents-8

Wave Contact Center Administrator Guide

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 Detail report - - - - - - - - - - - - 7-65

Queue Comparison report - - - - - - - - - - - - - - - - - - - - - - - - - - 7-66

Reading the Queue Comparison report - - - - - - - - - - - - - - - - 7-66

Queue Performance Summary by Agent report - - - - - - - - 7-68

Service Level report - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-69

Reading the Service Level report - - - - - - - - - - - - - - - - - - - - - 7-69

Service Level by Skill report - - - - - - - - - - - - - - - - - - - - - - 7-71

Reading the Service Level by Skill report - - - - - - - - - - - - - - - 7-71

Skill Assignment by Agent report - - - - - - - - - - - - - - - - - - - 7-72

Setting options: Skill Assignment by Agent report - - - - - - - - - 7-72

Reading the Skill Assignment by Agent report - - - - - - - - - - - - 7-72

Trunk Performance report - - - - - - - - - - - - - - - - - - - - - - - - 7-72

Setting options: Trunk Performance report - - - - - - - - - - - - - - 7-73

Reading the Trunk Performance report - - - - - - - - - - - - - - - - 7-74

Trunk Usage report - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-75

Reading the Trunk Usage report - - - - - - - - - - - - - - - - - - - - - 7-76

Unanswered Calls During Business Hours report - - - - - - - 7-77

Setting options: Unanswered Calls During Business Hours report - -

7-77

Reading the Unanswered Calls During Business Hours report 7-78

User Activity report - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-79

Setting options: User Activity report - - - - - - - - - - - - - - - - - - - 7-79