Installation guide

User Call Trends report 7-80
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
The User Activity pie chart shows the percentage of time that the user spent in each of several
states. The following table shows how the states correspond to personal statuses and other states
for agents and non-agent users.
User Call Trends report
The User Call Trends report displays the number of inbound calls received and outbound calls
placed by a user, including average talk time for each category. Setting options for the User Call
Trends report
The following options are available for this report:
•
Agent. Agent to report on.
•
Period. Time frame to report on. If you select Custom Date Range, you must also specify
the range’s
Start and End dates.
•
Interval. Interval by which results are to be reported (Hours, Days, Weeks, Months,
Quarters, or Years).
User Activity States and Personal Statuses
State Agent Personal Status Non-Agent Personal Status
Unavailable Available (Non-Queue) N/A
Available
Available
Available (Queue Only)
Available
Break
On Break
In a personal call
In a Meeting
Out of the Office
Training In a Meeting N/A
Active In a queue call
Release 2.0 Service Pack 1
April 2011