Installation guide

Queue Call History Detail report 7-65
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Queue Call History Detail report
The Queue Call History Detail report shows the call history for a selected queue during the
selected time period, including the skill requirements for each call.
Reading the Queue Call History Detail report
The report shows the following information for each call:
•
Date and Time that the call entered the Wave system.
•
Call ID. The system ID number of the particular call. Call ID can be displayed as a column
in the Call Monitor and Call Log (hidden by default), and it appears in the queue logs (see
Appendix ).
•
DID. The DID number dialed, if any.
•
Result. Whether the call was abandoned, answered, sent to voicemail, or redirected.
•
Agent. The agent(s) who participated in the call.
•
Statistics. The call’s wait time, talk time, and wrap-up time.
•
Skills. The call’s skill requirements.
Release 2.0 Service Pack 1
April 2011