Installation guide

Agent State Summary by Queue report 7-32
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Agent State Summary by Queue report
The Agent State Summary by Queue report shows how much time each agent in a queue spent
in each state. For an explanation of the various agent states, see page 6-4.
Reading the Agent State Summary by Queue report
Report tab
The Report tab displays the following information in a stacked bar chart:
•
Agent. Each agent in the queue is labeled along the x-axis of the report.
•
Total Duration (minutes). Total amount of time spent in each of the following agent states
per agent. Displayed as stacked bars, and read against the left y-axis of the report.
• Signed out
•Ready
• Standby
• Wrap-up inbound
• Wrap-up outbound
Release 2.0 Service Pack 1
April 2011