Installation guide

Agent Call Trends report 7-26
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Agent Call Trends report
The Agent Call Trends report displays the number of inbound and outbound calls an agent
handled, with the average talk time for each category.
Reading the Agent Call Trend report
Report tab
The Report tab displays the following information in a stacked bar chart:
•
Interval. Each interval in the reporting period is labeled along the x-axis of the report.
•
Calls. Total number of Inbound Calls and Outbound Calls per interval. Displayed as
stacked bars, and read against the left y-axis of the report.
•
Talk Time. Average Talk Time Inbound (minutes) and Average Talk Time Outbound
(minutes) per interval. Displayed as two lines, and read against the right y-axis of the
report.
Release 2.0 Service Pack 1
April 2011