Installation guide

Call Distribution by Skill and Agent report 7-35
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Reading the Call Distribution by Skill and Agent report
Report tab
The Report tab displays the following information in a side-by-side bar chart:
•
Agent. Each agent is labeled along the x-axis of the report.
•
Calls. Total number of calls with a skill requirement answered per agent. Displayed as
side-by-side bars, and read against the left y-axis of the report. Colored bars
Note: If a call has more than one skill requirement, that call is counted multiple times, once for
each skill.
Release 2.0 Service Pack 1
April 2011