Installation guide

About Wave Contact Centers 1-4
Chapter 1: Introduction
Wave Contact Center Administrator Guide
Supervision
Changing an agent’s personal status
Signing an agent in or out of a queue
Comprehensive Queue Monitor to view real-time queue and agent statistics
Customizable shift periods for comparative statistic display
Critical queue statistics available by phone in audio format
Coaching and monitoring of agents
Viewing agents who are being monitored
Automatically setting absent agents to On Break status
Automatically recording of agent and Contact Center calls on a periodic basis
Call Distribution
Sequentially by agent order
Round robin (each agent in turn)
Simultaneously (ring all agents)
To longest idle agent
To agent with fewest calls
To agent with least talk time
To agent with best matching skills
To agent via custom routing method
Reports
Separate licensing required for reports
User Activity Report for agents includes personal status breakdown and Contact Center details
section
All other reports
Feature
Release 2.0 Service Pack 1
April 2011