Installation guide

Agent State Summary report 7-31
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Report tab
The Report tab displays the following information in a stacked bar chart:
•
Queue. Each queue of which the agent is a member is labeled along the x-axis of the
report.
•
Total Duration (minutes). Total amount of time the agent spent in each of the following
agent states per queue. Displayed as stacked bars, and read against the left y-axis of the
report.
• Signed out
•Ready
• Standby
• Wrap-up inbound
• Wrap-up outbound
•Offering
• No answer
• Active inbound
• Active outbound
• Dialing
For the exact breakdown of the time the agent spent in various agent states per queue, click
the Data tab.
Release 2.0 Service Pack 1
April 2011