Installation guide

Queue Call History Detail report 7-67
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Each stacked bar displays the total number of calls per queue that resulted in any of the
following outcomes:
• Handled
• Voice Mail*
• Abandoned
• Redirected*
• Transferred Out of Queue
For the exact number of calls that resulted in each outcome, as well as a breakdown of the
Voice Mail and Redirected categories, click the Data tab.
•
Wait Time. Average Wait (minutes) per queue. Displayed as a line, and read against the
right y-axis of the report.
Data tab
The Data tab displays the following information:
•
Queues. Displays on the x-axis of the report.
•
Handled, voicemail, Abandoned, Redirected, Transferred out of Queue. Displays as
stacked bars. Read against the left y-axis of the report. For the exact number of each
category and a breakdown of voicemail and Redirected, click the Data tab.
•
Average wait time. Displays as a line. Read against the right y-axis of the report.
Release 2.0 Service Pack 1
April 2011