Installation guide

Available reports overview 7-17
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Agent Call Trends report
(see page 7-26)
Shows the number of calls an agent made or received and the agent’s average talk
time.
Agent Performance Trends
by Queue report
(see page 7-28)
By hour, day, or any time interval, shows number of calls an agent made or received
while working in a queue and average talk time.
Agent Performance by Skill
report
(see page 7-29)
Provides summary data showing how each agent in a queue performed in a given
period by skill
Agent State Summary report
(see page 7-30)
By hour, day, or any time interval, shows the amount of time an agent spent in each
state for each queue to which he or she belonged.
Agent State Summary by
Queue report
(see page 7-32)
By hour, day, or any time interval, shows the amount of time each agent spent in
each state for a queue.
Average Wait Time and Call
Volume by Time of Day
report
(see page 7-33)
By hour, shows average wait time and inbound call volume for a queue or View-
Point Group.
Call Distribution by Skill
and Agent report
(see page 7-34)
Provides a summary of how many calls were answered per selected agents and
selected skills.
Call Distribution by Skill
and Queue report
(see page 7-36)
Provides a summary of how many calls were answered per selected queues and
selected skills.
Call Log report
(see page 7-37)
By any time interval, shows all the information that appears in the Call Log for the
entire system or the selected user or queue, in a spreadsheet form that is easy to sort
or filter.
Call Result by Skill report
(see page 7-39)
Shows comparative call results for all calls with skill requirements.
Call Summary report
(see page 7-40)
By extension or workgroup, shows the total number of calls and the average dura-
tion of calls placed.
Contact Center Reports
Name Description
Release 2.0 Service Pack 1
April 2011