Wave Contact Center Administrator Guide
Symbols
* (on Call Monitor and Queue Monitor tabs) 5-5
*00 (log off from workstation)
5-4
*14 (place calls from a queue)
5-9
*50 (select Available personal status)
5-2
*51 (select Available Queue Only personal status)
5-2
*52 (select Available non-Queue personal status)
5-2
*53 (select On Break personal status)
5-3
*54 (terminate wrap-up time)
5-9
*55 (hear queue statistics)
6-17
*56 (sign in or out of a queue)
5-5
A
account codes report 7-46
Activity History by Agent report
7-21
Activity History by Queue report
7-23
Agent by Queue and Skill Configuration report
7-25
Agent Call Trends report
7-26
Agent dialog
2-19
Agent Performance by Skill report
7-29
Agent Performance Trends by Queue report
7-28
agent scoring
overview
3-18
formula
3-21
in queue logs
B-1
Agent State Summary by Queue report
7-32
Agent State Summary report
7-30
agent states, defined
6-5
agents
adding to a queue
2-19
assigning skills to
3-5
changing order of
2-27
changing personal status
6-24
configuring ringback
2-57
defined
2-4
disallowing personal status change
2-26
handling queue calls
5-6
hot-desking
2-28
monitoring, coaching, and joining calls
6-18
overflow groups
2-41
performance trends by queue
7-28
permissions
2-24
placing automatically On Break
2-34
placing on and off call
6-21
recording calls
2-22
roaming
2-28
setting default permissions
2-18
viewing skills
3-16
viewing them being monitored
6-20
working at another phone
5-4
working remotely
2-28
Agents Pane
6-4
attributes, assigning to users
3-5
audio controls
1-5
audio recordings
creating
1-5
auto attendant menu choice
creating for queues
2-86
auto attendants, adding skill requirements with
3-7
Average Wait Time and Call Volume by Time of
Day report
7-33
B
backup reports 7-3
Index
Release 2.0 Service Pack 1
