Installation guide

Setting Reporter options 7-9
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
2 Under Toll-free options, enter the prefixes of phone numbers that can be dialed for free
from the local Wave Server. These prefixes include your local area code as well as any
toll-free area codes such as “800” and “888”. Separate entries with commas. You do not
need to enter long-distance prefix digits, such as the “1” used in the U.S.
If your entire local area code (for example, “508”) cannot be dialed for free, you can enter
each free exchange within the area code as area code plus exchange, for example “508452,
508673”.
3 Under
In-state options, use the following fields to define how in-state calls appear on the
outbound call reports:
•
Label for in-state category. Type the name for in-state calls that will appear on the
x-axis of reports that use this option.
•
Enter in-state... Enter a list of area code and exchanges that are in your State but not
free, for example area codes in your State other than your local one. You do not need
to enter long-distance prefix digits, such as the “1” in the U.S.
4 Under
Criteria for counting outbound calls, use the following fields to define which calls
are counted in various report categories:
•
Minimum outbound number length. In North America this field should be left at 10 so
that the reports pick up all long-distance calls. Further filtering, for example for the
Outbound Long Distance Summary report, will be provided by the toll-free and
in-state fields above.
•
Minimum inbound/outbound call duration. These two fields ensure that the reports
count only calls that were connected. You can adjust the setting as desired. A setting
of 1 second is generally sufficient to include all connected calls.
•
Short call duration. Enter the number of seconds at or below which a call is
considered a “short call” by various reports, such as the Agent Performance by Skill
report.
5 Click
OK.
Release 2.0 Service Pack 1
April 2011