Installation guide

Call Summary report 7-40
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Report tab
The Report tab displays the following information in side-by-side bar chart:
•
Skill. Each selected skill is labeled along the x-axis of the report.
•
Calls. Total number of Abandoned, Voice Mail, and Answered calls per skill. Displayed
as side-by-side bars, and read against the left y-axis of the report.
•
Average Wait Time (sec). Average Abandoned Wait Time, Average Voice Mail Wait
Time, and Average Answered Wait Time per skill. Displayed as three lines, and read
against the right y-axis of the report.
Each selected skill appears as a grouping along the x-axis. Colored bars corresponding to
different call results show how many calls had each result per skill.
Call Summary report
This report shows the total number of calls and the average duration of calls placed from an
extension or a ViewPoint Group. You can choose whether the report shows internal or external
calls.
Note: When internal calls is selected, the report includes users who are calling from trunks,
such as users with IP phones or users calling from remote phones and logging in.
Release 2.0 Service Pack 1
April 2011