Installation guide

Inbound Call Volume Trends report 7-57
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Inbound Call Volume Trends report
The Inbound Call Volume Trends report shows the number of calls that a queue received, the
average time callers waited, and the longest time a caller waited.
Note: If the queue was configured to send calls directly to voicemail, those calls are included
in the report and are treated as having a wait time of 0.
Reading the Inbound Call Volume Trends report
Report tab
The Report tab displays the following information in a stacked bar chart:
•
Interval. Each interval in the reporting period is labeled along the x-axis of the report.
•
Inbound Calls. Total number of inbound calls per interval. Displayed as stacked bars, and
read against the left y-axis of the report.
•
Wait Time. Average Wait (minutes) and Longest Wait (minutes) per interval. Displayed as
two lines, and read against the right y-axis of the report.
Release 2.0 Service Pack 1
April 2011