User guide

Setting Reporter options 13-8
Chapter 13: Running Contact Center Reports
Wave ViewPoint User Guide
4. Under Criteria for counting outbound calls, use the following fields to define which calls
are counted in various report categories:
•
Minimum outbound number length. In North America this field should be left at 10
so that the reports pick up all long-distance calls. Further filtering, for example for
the Outbound Long Distance Summary report, will be provided by the toll-free and
in-state fields above.
•
Minimum inbound/outbound call duration. These two fields ensure that the reports
count only calls that were connected. You can adjust the setting as desired. A setting
of 1 second is generally sufficient to include all connected calls.
•
Short call duration. Enter the number of seconds at or below which a call is
considered a “short call” by various reports, such as the Agent Performance by Skill
report.
5.
Click OK.
Setting individual report options
The Options dialog appears automatically whenever you run a report, letting you specify the
parameters for the report. You can also click
Report Options on the Reporter toolbar to change
a report’s parameters and run it again, for example, with a different date range.
The following options are available for most reports:
•
Queue. Select the queue on which you want to run the report.
•
Agent. Select the agent on whom you want to run the report.
•
Period. Select the time frame for which you want to report. Use the Start and End fields
for custom time frames.
•
Interval. Select the length of time reflected by the report, such as hours, days, or months.
The time periods appear on the x-axis of the report.
Click OK in the Report Options dialog to run the report according to the options that you selected.
Release 3.0
October 2012