User guide

Grouped Service Level report 13-17
Chapter 13: Running Contact Center Reports
Wave ViewPoint User Guide
Grouped Service Level report
This report shows wait time for all external calls, displayed in five-second groupings. Wait time
includes the amount of time that the caller waited between the extension being dialed and the
user picking up, plus any time spent in a blind transfer later in the call. Note that wait time does
not include time that the caller spent on hold, parked, or in a supervised transfer.
Reading the Grouped Service Level report
The following fields appear in the Grouped Service Level report:
•
Wait Time. Displays on the x-axis of the report as five-second groupings
•
% of Calls. Shows how each grouping compares as a percentage of the total number of calls.
Displays on the y-axis of the report. The total number of calls is displayed at the bottom of the
report.
Release 3.0
October 2012