Installation guide

Agent State Summary report 7-30
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
• Wrap Up Time. The time between calls to finish up paper work.
•
Talk Time. The total talk time on the answered calls.
•
Average Talk Time. Talk Time / (Answered + Short Calls Answered).
•
Work Time. Talk Time + Wrap Up Time.
Agent State Summary report
The Agent State Summary report shows how much time an agent spent in each state, with
separate displays for each queue to which the agent belonged. For an explanation of agent states,
see page 6-4.
Reading the Agent State Summary report
Release 2.0 Service Pack 1
April 2011