Installation guide

Activity History by Queue report 7-24
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Filtering the Activity History by Queue report
To view all the entries of one type only, click the arrow button in any column header and select
the element you want to view. The report is filtered to display only the records for that element.
For example, you could filter by The Agent column for “Melody Altan” to see the activity of
that agent only.
Totals tab
To view performance subtotals for each agent and totals for the queue as a whole, click the
Totals tab at the bottom of the report.
The Totals sheet for the Activity History by Queue report displays the following statistics for
each agent and for the queue as a whole:
•
Calls answered. Total inbound calls answered.
•
Calls placed. Total outbound calls placed.
•
Total calls. Total number of calls including inbound and outbound.
•
Time on calls. Total time on queue calls for inbound, outbound, and all calls.
•
Avg. call. The average length of a call, for inbound, outbound, and all calls.
Release 2.0 Service Pack 1
April 2011