Installation guide

Contents-5
Wave Contact Center Administrator Guide
Placing calls from a queue vs. calling as user - - - - - - - - - - - 5-9
Determining who you are calling as - - - - - - - - - - - - - - - - - - - 5-10
Popping up caller information - - - - - - - - - - - - - - - - - - - - - 5-11
Working remotely - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-11
Chapter 6 Supervising a Contact Center Queue
About supervising queues - - - - - - - - - - - - - - - - - - - - - - - - 6-1
Exempting supervisors from receiving queue calls - - - - - - - - - 6-2
Viewing current queue calls - - - - - - - - - - - - - - - - - - - - - - - 6-2
Monitoring queue statistics - - - - - - - - - - - - - - - - - - - - - - - - 6-2
Viewing queue statistics in the Queue Monitor folder - - - - - - - - 6-3
When statistics are reset - - - - - - - - - - - - - - - - - - - - - - - - - - - 6-12
When statistics are refreshed - - - - - - - - - - - - - - - - - - - - - - - 6-13
About agents’ personal status and state - - - - - - - - - - - - - - - - 6-14
Monitoring the position of agents in the queue - - - - - - - - - - - 6-14
Monitoring queue statistics using the phone - - - - - - - - - - - - - 6-17
Supervising other agents’ calls - - - - - - - - - - - - - - - - - - - - 6-18
Viewing when agents are being monitored - - - - - - - - - - - - - - 6-20
Managing agents’ status - - - - - - - - - - - - - - - - - - - - - - - - - 6-21
Signing agents in or out of a queue - - - - - - - - - - - - - - - - - - - 6-21
Changing an agent’s personal status - - - - - - - - - - - - - - - - - - 6-24
Managing a queue’s voice mailbox - - - - - - - - - - - - - - - - - 6-25
Managing queue voice messages on the phone - - - - - - - - - - 6-25
Chapter 7 Running Contact Center Reports
About the Contact Center Reporter - - - - - - - - - - - - - - - - - - 7-1
Contact Center Reporter requirements - - - - - - - - - - - - - - - - - - 7-2
Running a report - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-3
About report templates - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-3
Backups of original reports - - - - - - - - - - - - - - - - - - - - - - - - - - 7-3
Using the Contact Center Reporter toolbar in Excel - - - - - - - - - 7-4
Viewing report results - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-6
Using Excel tabs to view report results - - - - - - - - - - - - - - - - - - 7-6
Viewing report headers and footers - - - - - - - - - - - - - - - - - - - - 7-7
Release 2.0 Service Pack 1
April 2011