Installation guide

Activity History by Agent report 7-22
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Totals tab
The Totals tab displays the following statistics for the agent for each date in the date range:
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Calls answered. Total inbound calls answered.
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Calls placed. Total outbound calls placed.
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Inbound calls. Total number of inbound calls
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Outbound calls. Total number of outbound calls.
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Total calls. Total number of calls including inbound and outbound.
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Time on calls. Total time on queue calls for inbound, outbound, and all calls.
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Avg. call. The average length of a call, for inbound, outbound, and all calls.
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First Activity. Time of the agents’ first state change that day.
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Last Activity. Time of the agents’ last state change that day.
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First Queue Call. Time of the agent’s first queue call that day.
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Last Queue Call. Time of the agent’s last queue call that day.
Release 2.0 Service Pack 1
April 2011