Installation guide

Cumulative Calls and Average Talk Time by Agent report 7-49
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
• Permissions. The agent’s permissions. See “Agent permissions” on page 2-24.
•
Overflow tier. The agent’s overflow tier. See “Configuring expected wait time” on page
2-45. A value of 0 indicates a primary agent.
•
Skills. A list of the agent’s skills.
Cumulative Calls and Average Talk Time by Agent report
The Cumulative Calls and Average Talk Time by Agent report shows the total queue or
workgroup calls an agent received and made (inbound and outbound) and the average talk time.
The agent’s personal calls are not included in this report.
Reading the Cumulative Calls/Avg Talk Time by Agent report
Release 2.0 Service Pack 1
April 2011