Installation guide

Available reports overview 7-20
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Unanswered Calls During
Business Hours report
(see page 7-77)
By any time interval, shows inbound calls during your Wave business hours that
were not answered by a user.
User Activity report
(see page 7-79)
Pie charts showing the percentage of an agent's time spent in active versus other
statuses. Shows the kinds of calls that make up the active calls.
User Call Trends report
(see page 7-80)
Shows the number of calls a user made or received and the user’s average talk time.
Wait by Outcome report
(see page 7-82)
By hour, day, or any time interval, shows how long callers waited before their calls
were handled, abandoned, or sent to voicemail.
Contact Center Reports
Name Description
Release 2.0 Service Pack 1
April 2011