Installation guide

Monitoring queue statistics 6-7
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
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.
No Answer Number of queue calls to the agent that rang unanswered, since
the beginning of the current
display period.
Outbound Calls Number of outbound queue calls that the agent has participated
in since the beginning of the queue's current display period,
including outbound bound calls placed by other agents in the
queue and then transferred to this agent.
Overflow The agent’s overflow tier. If no number is listed the agent is a pri-
mary agent (assuming the overflow skill default is set to 0).
Personal Status Name Name of the agent’s current personal status.
Queue Name of the agent’s queue.
Signed in A check mark indicates that the agent is signed in to this queue.
Total calls - All The total number of calls associated with this queue in which the
agent has participated since the beginning of the queue’s current
display period. Includes inbound and outbound calls, and calls
where the agent did not answer or place the call (for example,
joining another agent in a conference call or having another agent
transfer a call to him)
Agents Pane Information
Release 2.0 Service Pack 1
April 2011