Installation guide

Call Trends report 7-44
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Data tab
The Data tab contains the following columns:
•
Transfer Target. Each party to which a call was transferred is displayed as a row in the
report.
•
Number of Transfers. Total number of calls transferred to the transfer target.
•
Inbound Calls. Total number of inbound calls received by the transfer target.
Totals tab
There is no Totals tab for this report.
Call Trends report
The Call Trends report shows total number of inbound and outbound calls for a Contact Center
queue by its agents. The agents must place calls as the queue for outbound calls to be reported
(see “Placing calls from a queue vs. calling as user” on page 5-9). This report is useful for
tracking calls made to customers or calls made during marketing campaigns. It does not include
personal calls (calls made when the outbound queue-calling feature was not activated).
Release 2.0 Service Pack 1
April 2011