Installation guide

Agent Performance Trends by Queue report 7-28
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Agent Performance Trends by Queue report
The Agent Performance Trends by Queue report shows the number of calls a user made or
received for a particular queue and the average talk time. Personal calls—those sent directly to
or made from the user’s extension—are not included. Station-to-station calls are not included in
this report unless the Administrator selects the Log Internal Calls option.
Reading the Agent Performance Trends by Queue 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