User guide

Available reports overview 13-13
Chapter 13: Running Contact Center Reports
Wave ViewPoint User Guide
Available reports overview
You can produce the reports listed in the following table. For detailed examples of the reports, see
the sections referenced in the table.
Contact Center Reports
Name Description
Call Log report
(see page 13-14)
By any time interval, shows all the information that appears in the Call Log
for the entire system or the selected user or queue, in a spreadsheet form
that is easy to sort or filter.
Call Transfer report
(see page 13-16)
By any time interval, reports on all of the calls transferred to another entity
by a user, Contact Center queue, or ViewPoint Group.
Grouped Service Level
report
(see page 13-17)
By five-second increments, shows wait time for all external calls that were
answered by a user.
Outbound Call Comparison
report
(see page 13-18)
Shows the number and duration of outbound calls in the following
categories: In-state, Toll-free, and Other.
Outbound Calls by Phone
Number report
(see page 13-19)
Shows the number and duration of outbound calls placed to prefixes that
you specify, for example 800 or 212.
Outbound Long Distance
Summary report
(see page 13-20)
By any time interval, shows your outbound long-distance phone traffic and
estimates your phone bill.
Unanswered Calls During
Business Hours report
(see page 13-22)
By any time interval, shows external inbound calls during your Wave
business hours that were not answered by a user.
User Call Trends report
(see page 13-23)
Shows the number of calls a user made or received and the user’s average
talk time.
Release 3.0
October 2012