Installation guide

Available reports overview 7-18
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Call Transfer report
(see page 7-42)
By any time interval, reports on all of the calls transferred to another entity by a
user, Contact Center queue, or ViewPoint Group.
Call Trends report
(see page 7-44)
By hour, day, or any time interval, shows total outbound calls made by agents in a
queue.
Call Volume by Account
Code report
(see page 7-46)
By account code, shows the number of inbound and outbound calls made using
each account code and the total talk time, for a user, queue, workgroup, or all calls
in the system.
Call Volume by Identified
Caller report
(see page 7-47)
By Wave contact, shows total calls a user, queue, or workgroup received and aver-
age talk duration. For example, if you created 5 contacts, each to track a different
promotional advertisement code (using PIN numbers to identify each contact), this
report would show how many people called for each promotion.
Contact Center Queue Infor-
mation report
(see page 7-34)
Lists all general information for each queue in your system, including a list of all
agents and their settings.
Contact Center Queue Infor-
mation report
(see page 7-48)
By agent, shows total calls made and received and average talk time for any queue
or workgroup.
Custom Data report
(see page 7-51)
Total calls and average talk time associated with calls from a user, queue, or all sys-
tem calls, that are identified by a specific custom data variable. For example, an
auto attendant could be configured to set the “Product” custom variable to “Apples”
or “Oranges” based on the menu choice selected. This report would show how
many callers selected Apples versus Oranges, and the average length of those calls.
Grouped Service Level
report
(see page 7-53)
By five-second increments, shows wait time for all calls that were answered by a
user.
Inbound Call Outcome
Trends report
(see page 7-55)
By hour, day, or any time interval, shows total calls handled by one agent, multiple
agents, abandoned, sent to voicemail, and the total number of calls for any queue.
Inbound Call Volume Trends
report
(see page 7-57)
By hour, day, or any time interval, shows the total calls a queue received, average
wait time, and longest wait time.
Contact Center Reports
Name Description
Release 2.0 Service Pack 1
April 2011