Installation guide

Index-3
Wave Contact Center Administrator Guide
deleting
queue
2-90
dial-by-name directory, listing queues in
2-15
distribution algorithms
2-29
E
Examples
call rule for special Welcome message
4-10
conditional Hold prompt
2-64
printing reports with Report Runner
7-15
Excel, using reports toolbar in
7-4
expected wait time, improving
2-46
exporting
voice files
1-6
extensions for queues
2-10
F
feature list 1-2
fewest calls distribution
2-29, 2-31
files
importing and exporting
1-6
G
greetings 2-78
creating
1-5
Grouped Service Level report
7-53
H
headers and footers, viewing in reports 7-7
hold
music for
2-56
options while waiting on
2-59
Hold Prompt dialog
2-61
Hold prompts
conditional
2-63
creating
2-60
using custom data variables with
2-64
hot-desking
2-28
I
importing
voice files
1-6
Inbound Call Outcome Trends report
7-55
Inbound Call Volume Trends report
7-57
J
joining agents’ calls 6-18
L
language of prompts for a queue 2-75
last agent routing
2-32
least talk time distribution
2-30, 2-31
licenses
2-5
local reports
7-11
logging queue calls
2-12
longest idle agent distribution
2-29, 2-31
M
mailbox, setting up for a queue 2-65
maximum wait time, defining
2-52
menu choice for queues
2-86
monitoring agents’ calls
6-18
N
notifications for voice messages 2-67
Release 2.0 Service Pack 1
April 2011