Installation guide

Available reports overview 7-19
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Outbound Call Comparison
report
(see page 7-58)
Shows the number and duration of outbound calls in the following categories:
In-state, Toll-free, and Other.
Outbound Calls by Phone
Number report
(see page 7-58)
Shows the number and duration of outbound calls placed to prefixes that you spec-
ify, for example 800 or 212.
Outbound Long Distance
Summary report
(see page 7-62)
By any time interval, shows your outbound long-distance phone traffic and esti-
mates your phone bill.
Queue Call History Detail
report
(see page 7-65)
Shows the call history for a selected queue, including the skill requirements for
each call.
Queue Comparison report
(see page 7-66)
Compares all queues on total number of calls, average wait time, and total calls
handled, abandoned, and sent to voicemail. For example, you can see how well
your sales queue performs compared to your technical support queue.
Queue Performance Sum-
mary by Agent report
(see page 7-68)
Lists performance information for each agent in a queue, including inbound, out-
bound, and internal call statistics, as well as the percentage of time spent in each
agent state.
Service Level report
(see page 7-69)
By wait time, shows the percentage of calls answered, abandoned, or sent to voice-
mail during a time range for a queue.
Service Level by Skill report
(see page 7-71)
By wait time, shows the percentage of calls with a single skill requirement in a sin-
gle queue that were answered, abandoned, or sent to voicemail.
Skill Assignment by Agent
report
(see page 7-72)
Shows which agents have which skills within which queues.
Trunk Performance report
(see page 7-72)
By hour, shows the average number of inbound and outbound calls handled by the
trunks you specify and the percentage of these trunks in use. Tells you if you need
to add or remove trunks from your Wave system, and can also help you predict
future trunk performance.
Trunk Usage report
(see page 7-75)
By any time interval, reports on all trunks within a dialing service in terms of the
amount of time the trunks were busy.
Contact Center Reports
Name Description
Release 2.0 Service Pack 1
April 2011