Installation guide

Grouped Service Level report 7-53
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Grouped Service Level report
This report shows wait time for all external calls, displayed in five-second groupings. Wait time
includes the amount of time that the caller waited between the extension being dialed and the
user picking up, plus any time spent in a blind transfer later in the call. Note that wait time does
not include time that the caller spent on hold, parked, or in a supervised transfer.
Setting options: Grouped Service Level report
The following options are available for this report:
• One of the following:
•
Organization. Organization to report on.
•
ViewPoint Group. Group to report on.
•
All calls. Report on all externals calls, including those involving agents in queues
and members of ViewPoint Groups.
•
Period. Time frame to report on from the drop-down list. If you select Custom Date
Range
, you must also specify the range’s Start and End dates.
Release 2.0 Service Pack 1
April 2011