Installation guide

Activity History by Queue report 7-23
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Activity History by Queue report
The Activity History by Queue report shows a row for every change in agent state and personal
status, and how long each agent in the queue spent in each state.
Setting options: Activity History by Queue report
Important: This report can return a very large amount of data, so you should run it only for the
date range required to avoid negatively impacting system performance.
Reading the Activity History by Queue report
Report tab
There is no Report tab for this report.
Data tab
The Data tab displays the following information:
•
Time. Date/time at which the agent changed state or personal status.
•
Agent. Agent’s name. The first and last activity of each day is displayed in bold face for
each agent.
•
Personal status. The personal status that the agent selected.
•
Time in personal status. The length of time the agent spent in that iteration of the
personal status.
•
State. The state to which the agent changed. For an explanation of states see “The Agents
pane” on page 6-4.
•
Time in state. The length of time the agent spent in that iteration of the state.
•
Signed in/out. Displays when an agent signed in or out of the queue.
Release 2.0 Service Pack 1
April 2011