Installation guide

Call Volume by Identified Caller report 7-47
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Report tab
The Report tab displays the following information in a stacked bar chart:
•
Account code. Each account code is labeled along the x-axis of the report.
•
Calls. Total number of Inbound Calls and Outbound Calls per account code. Displayed as
stacked bars, and read against the left y-axis of the report.
•
Talk Time. Talk Time Inbound (minutes) and Total Talk Time (minutes) per account code.
Displayed as two lines, and read against the right y-axis of the report.
Note: The entire call length is included in Talk Time, regardless of when during the call the
account code was entered.
Call Volume by Identified Caller report
The Call Volume by Identified Caller report shows the number of calls a user or queue received
from each identified contact and the average talk time. For example, if you created 5 contacts,
each to track a different promotional advertisement code (using PIN #s to identify each contact)
this report would show how many people called for each promotion.
Note the following:
• When reporting on a queue, only calls from public contacts are listed, since the queue has
no personal contacts.
• When reporting on a Contact Center queue agent, all personal calls sent to the agent are
listed, even if someone else answered the call. Calls sent to other agents are not reported
on, even if the agent answered them.
Report tab
The following fields appear in this report:
•
Contacts. Displays on the x-axis of the report. Public and private contacts are both listed.
•
Calls. The total number of calls from each contact. Displays as a bar for each contact.
Read against the left y-axis of the report.
•
Average Talk Time. The average time the agent spent talking with each contact. Displays
as a line. Read against the right y-axis of the report.
Release 2.0 Service Pack 1
April 2011