Index-2
Wave Contact Center Administrator Guide
C
Call Distribution by Skill and Agent report 7-34
Call Distribution by Skill and Queue report
7-36
Call ID number
B-3
Call Log
queue activity in
2-12
Call Log report
7-37
Call Monitor
tabs for contact center agents
5-8
call priority
2-37
Call Result by Skill report
7-39
call rules, applying to queue calls
4-9
call scoring
overview
2-35
in queue logs
B-1
time in queue vs time in system
2-36
with call priority
2-37
with skills
3-17
Call Summary report
7-40
Call Transfer report
7-42
Call Trends report
7-44
Call Volume by Account Code report
7-46
Call Volume by Identified Caller report
7-47
callback phone numbers, enabling callers to leave
2-80
callbacks, routing to last agent
2-32
caller ID, setting for outbound queue calls
2-13
coaching agents’ calls
6-18
conditional Hold prompts
2-63
contact center
agent availability
5-1
agent workday procedures
5-1
defined
1-1
determining if you are on call for a queue
5-1
ending your shift
5-2
licenses for
2-5
ready
5-1
starting your shift
5-2
taking a break
5-3
taking breaks
5-1
terminology for
2-4
unavailable
5-1
user activity report
7-79
using Contact Manager Assistant
5-11
viewing pop-up information about a caller
5-11
wrap-up time
5-9
contact center agents
Call Monitor view tabs
5-8
signing in and out
5-1
taking breaks
5-1
contact center feature list
1-2
Contact Center Queue Information report
7-48
Contact Center Reporter
overview
7-1
requirements
7-2
using Excel toolbar
7-4
contacts
report on call volume
7-47
sharing with a queue
4-9
cost, assigning to users
3-6
Cumulative Calls and Average Talk Time by Agent
report
7-49
Custom Data report
7-51
custom data variable, for call priority
2-39
custom data variables
overview
2-88
for conditional Hold prompts
2-64
for storing entered information
2-67
custom reports
A-1
custom routing, overview
3-2
D
data entry by callers 2-67
database connection settings
A-1
database schema
A-2
default wrap-up time and permissions, setting
2-16
Release 2.0 Service Pack 1
