Installation guide

Wave Contact Center Administrator Guide
Chapter 7
Running Contact Center Reports
CHAPTER CONTENTS
About the Contact Center Reporter
The Contact Center Reporter allows you to run detailed reports on Wave call activity and phone
usage. By carefully tracking the relevant call activity, you can quickly identify how effectively
your phone system is being used by agents, queues, or trunks.
With the Contact Center Reporter, you can report on queue call activity and non-queue call
activity, as well as analyze general system data such as general user and trunk usage.
You can configure each report to show information over any time period, from a single day to
months or even years.
About the Contact Center Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-1
Running a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-3
Viewing report results. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-6
Setting Reporter options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-8
Customizing Contact Center Reporter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-11
Printing and scheduling reports with the Report Runner . . . . . . . . . . . . . . . . . 7-13
Available reports overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-16
Individual report descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . .beginning on 7-21
Release 2.0 Service Pack 1
April 2011