Installation guide

Call Log report 7-37
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Call Log report
The Call Log report shows all the information that appears in the Call Log for a user or a queue,
in a spreadsheet form that is easy to sort or filter. Using Microsoft Excel’s drop-down filtering
tools, you can filter by any column to see just the calls you want.
This report should only be run for a small number of days due to the quantity of data that may
be produced.
Setting options: Call Log report
The following options are available for this report:
• One of the following:
•
Queue. Select the queue to report on from the drop-down list.
•
User. Select the user to report on from the drop-down list.
•
All calls. Select this option to report on all calls, including calls involving agents in
queues.
•
Period. Select the time frame to report on from the drop-down list. If you select Custom
Date Range
, select the range’s Start and End dates.
Reading the Call Log report
Note: By default you can report only on your Call Log and all Call Logs that are visible to you
in ViewPoint (for example, a queue’s Call Log if you have permission to view it, and any Call
Logs that have been shared with you). To report on any Call Log, you must have the Wave
permission Report on all call logs set to Allow. See Chapter 11 in the Wave Global
Administrator Guide for more about setting general Wave permissions.
Release 2.0 Service Pack 1
April 2011