Installation guide

Contact Center Queue Information report 7-48
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Contact Center Queue Information report
The Contact Center Queue Information report shows general information about each queue in
your system, including a list of agents and their current settings. Use this report to get a snapshot
of a queue’s setup without using the Administrator.
Reading the Contact Center Queue Information report
This report is in data form only. For each queue, it shows general information about the queue
on the top line. Below the queue line, it shows the following information for each agent in the
queue:
•
Extension. The agents’ extension.
•
Signed in. Whether or not the agent can receive calls from the queue. See “Signing in and
out of a queue” on page 5-5.
•
Observer. Whether or not the agent is an observer. Observer agents can monitor the queue
without being seen by other agents. See “Adding agents to a queue” on page 2-19.
•
Record Nth Call. How often Wave automatically records the agent’s queue calls.
Release 2.0 Service Pack 1
April 2011