Trunk Usage report 7-75
Chapter 7: Running Contact Center Reports
Wave Contact Center Administrator Guide
• Erlangs. A decimal number showing the ratio of the time during which a trunk group is
occupied to the time that the trunk group is available for calls. The Erlangs value in this
report is based on the Busiest Hour calculation (see
Busiest Hour, above).
•
Actual Failure Rate. The percentage of calls that did not go through.
•
Number of trunks. Initially this number equals the number of trunks that you entered in
the report options. You can enter different numbers and use Excel’s calculation functions
to predict how many trunks you will need to give a desired failure rate.
•
Load Increase. An expected increase in call volume. You can combine this and the
Number of trunks entry to decide whether you need to add or remove trunks from your
system.
•
Resulting Failure Rate. The percentage of calls that will be abandoned after calculating
your system with the
Number of Trunks and Load Increase fields. You can adjust those
two values until you have your optimum failure rate.
Trunk Usage report
The Trunk Usage report provides an easy way to report on a group of trunks, without having to
specify individual trunk numbers as in the Trunk Performance Report. The Trunk Usage report
shows the traffic on all trunks within a Dialing Service. You can report on your existing Dialing
Services, or you can define special Dialing Services for the purpose of this report, that contain
the trunks on which you want to report.
Note: This report is not restricted to calls that use the selected Dialing Service. It includes all
calls on all trunks that are part of the Dialing Service. For example, it includes inbound calls on
those trunks, even though those calls used no Dialing Service.
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