Installation guide

Inbound Call Outcome Trends report 7-56
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:
•
Period. Each day in the reporting period is labeled along the x-axis of the report.
•
Calls. Total number of calls per day. Displayed as stacked bars, and read against the left
y-axis of the report.
Each stacked bar displays the total number of calls per queue/period that resulted in any
of the following outcomes:
• Handled - One Agent
• Handled - Multiple Agents
• Voice Mail. This outcome represents calls that went to Voice Mail while the queue
was sending calls to agents.
• Abandoned
• Directly to Voice Mail. This outcome represents calls that went to Voice Mail
because the queue was configured to send calls directly to Voice Mail.
For the exact number of calls that resulted in each outcome, click the Data tab.
Release 2.0 Service Pack 1
April 2011