Installation guide

Index-5
Wave Contact Center Administrator Guide
using call rules with 4-9
using contacts with
4-2
using overflow agents
2-41
utility user
4-2
validating data entry by callers
2-71
viewing statistics online
6-2
voice mail greetings for
2-78
voice mailbox for
6-25
voice title for
2-76
wait by outcome report
7-82
Welcome prompt for
2-77
Queues view
2-7
R
reading, related 1-6
receiving and handling queue calls
5-6
recording
agents’ calls
2-22
queue calls
2-80
recordings
creating
1-5
redirecting calls
2-49
related reading
1-6
remote agents
2-28
reports
overview
7-1
Activity History by Agent
7-21
Activity History by Queue
7-23
Agent by Queue and Skill Configuration report
7-25
Agent Call Trends
7-26
Agent Performance by Skill
7-29
Agent Performance Trends by Queue
7-28
Agent State Summary
7-30
Agent State Summary by Queue
7-32
Average Wait Time and Call Volume by Time of
Day
7-33
backups for
7-3
Call Center Queue Information
7-48
Call Distribution by Skill and Agent
7-34
Call Distribution by Skill and Queue
7-36
Call Log
7-37
Call Result by Skill
7-39
Call Summary
7-40
Call Transfer
7-42
Call Trends
7-44
Call Volume by Account Code
7-46
Call Volume by Identified Caller
7-47
Cumulative Calls and Average Talk Time by
Agent
7-49
custom
A-1
Custom Data
7-51
Grouped Service Level
7-53
Inbound Call Outcome Trends
7-55
Inbound Call Volume Trends
7-57
options for
7-10
Outbound Call Comparison
7-58
Outbound Calls by Phone Number
7-60
Outbound Long Distance Summary
7-62
Queue Call History Detail
7-65
Queue Comparison
7-66
running
7-3
Service Level
7-69
Service Level by Skill
7-71
shared and local
7-11
Skill Assignment by Agent report
7-72
Trunk Performance
7-72
Trunk Usage
7-75
Unanswered Calls During Business Hours
7-77
User Activity
7-79
User Call Trends
7-80
using Excel toolbar to run
7-4
viewing headers and footers
7-7
Wait by Outcome
7-82
reset times for statistics
6-12
ringback, configuring for agents
2-57
roaming agents
2-28
round robin distribution
2-29, 2-31
Release 2.0 Service Pack 1
April 2011