Installation guide

Index-6
Wave Contact Center Administrator Guide
S
schema for database A-2
security
Wave system
1-8
security, managing for a queue
2-73
Service Level by Skill report
7-71
Service Level report
7-69
shared reports
7-11
shifts
with call center queues
2-83
signing in and out
5-1
simultaneous ring distribution
2-30, 2-31
Skill Assignment by Agent report
7-72
skills
overview
3-3
adding to calls as requirements
3-7
adding to queues
3-8
adjusting requirements over time
3-12
assigning to users
3-5
configuring a queue to use
3-9
defining
3-4
reducing wait time for
3-17
value scale for
3-5
viewing an agent’s
3-16
weighting for a queue
3-8
states for agents, defined
6-5
statistics
configuring collection of
2-83
displayed for queues
6-2
when reset
6-12
supervising
changing agents’ personal status
6-24
monitoring, coaching, and joining agents’ calls
6-18
overview
6-1
without receiving calls
6-2
supervisor, defined
2-4
support services
1-7
system security
1-8
T
technical support 1-7
terminology
2-4
time-of-day wait time and call volume report
7-33
toolbar, for reports, using in Microsoft Excel
7-4
top down distribution
2-29, 2-31
transfer, option while waiting
2-59
trends report
7-44
Trunk Performance report
7-72
Trunk Usage report
7-75
U
Unanswered Calls During Business Hours report
7-77
User Activity report
7-79
User Call Trends report
7-80
utility user
4-2
V
validating caller data 2-71
voice files
importing and exporting
1-6
voice mail
callback phone numbers
2-80
creating greetings
2-78
notifications for
2-67
option while waiting
2-59
setting up for a queue
2-65
voice title for queues
2-76
W
Wait by Outcome report 7-82
Web site
1-7
weighting skills
3-8
Release 2.0 Service Pack 1
April 2011