Installation guide

Monitoring queue statistics 6-12
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
When statistics are reset
Statistics are reset to zero at the following times:
Note: When a call overlaps a reset time, some statistics for it will appear in the first grouping,
some in the second, depending on when the statistic is counted. For example, Calls Answered
is counted as soon as the call is answered, while Calls Completed is counted when the call ends.
Therefore, if a call lasts from 11:58 PM to 12:20 AM, it would be counted as a Call Answered
in Day 1, and a Call Completed in Day 2.
Statistic type When reset
Statistics by day At midnight, or when the Server is restarted.
Statistics by period On 15, 30, or 60 minute intervals, depending on your configura-
tion for Statistics period interval (see “Defining the statistics
period” on page 2-83). The intervals are counted from midnight,
so a 15-minute interval would reset at 12:15, 12:30, 12:45, etc.
All queues that share the same statistics period interval reset at
the same clock time.
Note: Period statistics are always reset counting from midnight,
not from the time of a Server restart. This could result in a short
period. For example, if the Server was started at 9:50, the period
would still end at 10:00, resulting in a 10-minute period.
Statistics by shift At the end of the shift, as you defined it (see “Defining shifts for
statistics display” on page 2-84).
Release 2.0 Service Pack 1
April 2011