Installation guide

Agent Performance by Skill report 7-29
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Agent Performance by Skill report
The Agent Performance by Skill report provides summary data showing how each agent in a
queue performed in a given period by skill. This report allows setting various thresholds on
Report Options tab in Excel that are colored on the Report and Data tabs if those values exceed
the thresholds you specify.
Reading the Agent Performance by Skill report
This report is in data form only. For each skill, it shows the queue performance of each agent
with that skill as follows:
•
Short Calls Answered. A call is considered short call if wait time is less or equal to the
short call threshold (see “Setting general Reporter options” on page 7-8).
•
Answered. The number of calls answered including short calls.
Release 2.0 Service Pack 1
April 2011