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Noté. / 5. Basé sur avis des utilisateurs
Inbound Call Outcome Trends report 7-55
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
Inbound Call Outcome Trends report
The Inbound Call Outcome Trends report shows the total number of calls to a queue and how
those calls were handled, including the total calls handled by one agent, handled by multiple
agents, sent to voicemail, and abandoned.
Setting options: Inbound Call Outcome Trends report
The following options are available for this report:
•
Period. Time frame to report on from the drop-down list. If you select Custom Date
Range
, you must also specify the range’s Start and End dates.
Reading the Inbound Call Outcome Trends report
Release 2.0 Service Pack 1
April 2011
- Wave Contact 1
- Center Administrator 1
- Revision History 3
- Contents 5
- Contents-2 6
- Contents-3 7
- Contents-4 8
- Contents-5 9
- Contents-6 10
- Contents-7 11
- Contents-8 12
- Contents-9 13
- Introduction 15
- Contact Center queue features 16
- Chapter 1: Introduction 17
- Using the audio controls 19
- Importing audio files 20
- Related reading 20
- Support services 21
- Web site 21
- System security 22
- About Contact Center queues 24
- Licenses and permissions 27
- Overview of creating a queue 28
- The Queues view 29
- Column Description 30
- Confirmation field 32
- Closing a queue 33
- Queue status when closed 34
- Select one of the following: 36
- Defining agents for a queue 38
- 1 Click the Agents tab 39
- Adding agents to a queue 41
- Queue Sign In/Out 42
- Take Call command 42
- Agent permissions 46
- Agent Permissions 47
- Changing the order of agents 49
- Using remote agents 50
- Configuring call distribution 51
- Using Last Agent Routing 54
- To enable Last Agent Routing: 55
- Defining how calls are scored 57
- Setting up overflow agents 63
- Parameter Description 67
- Estimated average call 70
- Defining a maximum wait time 74
- Setting up hold music 78
- Creating Hold prompts 82
- To create a Hold prompt 83
- No mailbox 88
- Setting up caller data entry 89
- Validating caller data entry 93
- Release 2.0 Service Pack 1 100
- April 2011 100
- To record a queue’s calls 103
- Collecting queue statistics 105
- OK to close the Queue dialog 106
- Add. The Shift dialog opens 107
- Directing calls to a queue 108
- To create a custom variable 111
- Deleting a queue 112
- Deleting a queue 2-91 113
- CHAPTER CONTENTS 115
- Defining skills 118
- The skill value scale 119
- Assigning skills to a user 119
- Assigning attributes to users 120
- Auto Attendants view 122
- Send calls to agents options: 127
- above) 129
- Using custom agent scoring 132
- Click OK 134
- The agent scoring formula 135
- Agent 1 Agent 2 136
- Creating the utility user 139
- 12 Deselect all options 141
- Delete 143
- Creating queue contacts 145
- Starting your shift 148
- Ending your shift 148
- Taking a break 149
- Working at different phones 150
- Signing in and out of a queue 151
- Using the Call Monitor tabs 154
- Wrap-up time 155
- Viewing queue activity 155
- From column 156
- *14# at a dial tone 156
- Popping up caller information 157
- Working remotely 157
- About supervising queues 159
- Viewing current queue calls 160
- Monitoring queue statistics 160
- Agents Pane Information 162
- Queue Statistics Pane 167
- When statistics are reset 170
- When statistics are refreshed 171
- Algorithm Agent positions 173
- *55 Queue Statistics 175
- *58 102# 1 178
- Managing agents’ status 179
- Managing agents’ status 6-22 180
- Agents tab 181
- Managing agents’ status 6-24 182
- Access Contact Center 186
- Reporter 186
- Running a report 187
- Running a report 7-4 188
- Running a report 7-5 189
- Viewing report results 190
- Viewing report results 7-7 191
- Setting Reporter options 192
- Setting Reporter options 7-9 193
- Setting Reporter options 7-10 194
- To share a local report 195
- Tools > System Settings 196
- To prepare the report 197
- Properties 198
- Available reports overview 200
- Contact Center Reports 201
- Name Description 201
- Agent Call Trends report 210
- Agent Call Trends report 7-27 211
- Agent State Summary report 214
- •Offering 217
- • No answer 217
- • Active inbound 217
- • Active outbound 217
- • Dialing 217
- Call Log report 221
- Call Log report 7-38 222
- Call Result by Skill report 223
- Call Summary report 224
- Call Summary report 7-41 225
- Call Transfer report 226
- Call Transfer report 7-43 227
- Call Trends report 228
- Call Trends report 7-45 229
- Custom Data report 235
- Custom Data report 7-52 236
- Grouped Service Level report 237
- Start and End dates 239
- Queue Comparison report 250
- Service Level report 253
- Service Level report 7-70 254
- Service Level by Skill report 255
- Trunk Performance report 256
- Trunk Performance report 7-73 257
- Trunk Performance report 7-74 258
- Trunk Usage report 259
- Trunk Usage report 7-76 260
- User Activity report 263
- User Call Trends report 264
- User Call Trends report 7-81 265
- Wait by Outcome report 266
- Creating Custom Reports 267
- Wave database schema 268
- The CallLog table 269
- Wave database schema A-4 270
- The PartyLog table 271
- Wave database schema A-6 272
- Wave database schema A-7 273
- The QueueEncounter table 274
- The AgentStateChange table 275
- The UserStateChange table 276
- The PhoneBookEntry table 276
- The ExtensionSettings table 277
- Agent table 277
- QueueSkillDefinitions table 278
- PBEQueueSkills table 278
- PBEQueueAttributes table 278
- PersonalStatus table 279
- Queue table 279
- QueueSkills table 280
- SkillReqLog table 280
- UserPSChange table 280
- Enabling queue logging 281
- About queue log files 282
- Viewing queue logs 282
- Troubleshooting agent issues 283
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