User guide

Wave ViewPoint User Guide
Chapter 13
Running Contact Center Reports
CHAPTER CONTENTS
Important: You can use the Contact Center Reporter to report on non-queue call activity and
phone usage, even if you are not an agent in a Contact Center queue. The available reports are
listed on the next page, and are described in more detail on page 13-13. Once Wave Contact
Center is generally available, additional reports will be available.
About the Contact Center Reporter
The Contact Center Reporter allows you to run more than a dozen detailed reports on call
activity and phone usage in Wave. You run reports on both queue calls and activity that has
nothing to do with queues, such as general user and trunk usage. By carefully tracking the
relevant call activity, you can quickly identify how effectively your phone system is being used
by agents, queues, or trunks.
With the Contact Center Reporter, you can also analyze general system data not related to call
distribution systems, such as the activity on your trunks.
You can configure each report to show information over any time period, from a single day to
months or even years.
About the Contact Center Reporter. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-1
Running a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3
Setting Reporter options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-6
Using Excel tabs to view report results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-9
Printing and scheduling reports with the Report Runner. . . . . . . . . . . . . . . . . 13-10
Available reports overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13-13
Individual report descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . beginning on 13-14
Release 3.0
October 2012