Installation guide

Skill Assignment by Agent report 7-72
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Skill Assignment by Agent report
The Skill Assignment by Agent report shows skills by agent by queue.
Setting options: Skill Assignment by Agent report
There are no report options for this report, which reports on all agents, all queues, and all skills.
Reading the Skill Assignment by Agent report
Trunk Performance report
The Trunk Performance report shows the average number of inbound and outbound calls
handled by the trunks you specify and the percentage of those trunks that was in use. Use this
report to see whether you need to add or remove trunks from the system. This report can also
help you to predict future trunk performance. See page 7-73 for the report options for this report.
This report is most meaningful when you run it on only the trunks in a single hunt group,
because then the failure rate reflects a single phone number. If you run the report for multiple
phone numbers, the failure rate is averaged between them, so a high failure rate on one phone
number might not be apparent.
Release 2.0 Service Pack 1
April 2011