Installation guide

Call Distribution by Skill and Queue report 7-36
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Call Distribution by Skill and Queue report
The Call Distribution by Skill and Queue report provides a summary of how many calls were
answered per queue and per skill. In the Options dialog you can select one or many queues, one
or many 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.
Reading the Call Distribution by Skill and Queue report
Report tab
The Report tab displays the following information in a side-by-side bar chart:
•
Queue. Each queue is labeled along the x-axis of the report.
•
Calls. Total number of calls with a skill requirement answered per queue. Displayed as
side-by-side bars, and read against the left y-axis of the report.
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