Installation guide

Call Distribution by Skill and Agent report 7-34
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Report tab
The Report tab displays the following information in a bar chart:
•
Time of Day. Each hourly time period is labeled along the x-axis of the report.
•
Call Volume. Average Call Volume (number of inbound calls) for each hourly time period.
Displayed as bars, and read against the left y-axis of the report.
•
Wait Time. Average Wait Time (minutes) from the time the call arrived on the Wave
Server until it was answered by an agent. Displayed as a line, and read against the right
y-axis of the report.
Note: A call is logged in the hourly time period during which it arrives on the Wave Server, not
the hourly period during which it is answered. For example, if a call arrives at 1:59 PM and is
answered at 2:01 PM, it is included in the 1:00 PM period.
Call Distribution by Skill and Agent report
The Call Distribution by Skill and Agent report provides a summary of how many calls were
answered per agent and per skill. In the Options dialog you can select one or more agents, one
or more skills, and the report period. This report allows setting various thresholds on the Report
Options tab in Excel that are colored on the Report and Data tabs if those values exceed the
thresholds you specify.
Release 2.0 Service Pack 1
April 2011