Index-4
Wave Contact Center Administrator Guide
O
On Break status, automatically placing agents in
2-34
options for waiting callers
2-59
Outbound Call Comparison report
7-58
outbound caller ID
2-13
Outbound Calls by Phone Number report
7-60
Outbound Long Distance Summary report
7-62
overflow agents
defined
2-4
using in queues
2-41
P
password security 2-73
permissions
defined
2-24
for contact center agents to supervise other agents
2-4
setting defaults
2-16
personal calls, defined
2-4
personal status
and state
6-14
changing an agent’s
6-24
preventing agents from changing
2-26
placing calls from a queue
5-9
popping up caller information
5-11
priority, setting for calls
2-37
prompts
conditional Hold
2-63
Welcome
2-77
Q
queue
deleting
2-90
Queue Call History Detail report
7-65
Queue Comparison report
7-66
Queue dialog
2-9
queue logs
B-1
Queue Monitor view
5-9, 6-3
Queue Performance Summary by Agent report
reports
Queue Performance Summary by Agent report
7-68
Queue Statistics pane
6-8
queues
overview of creating
2-6
adding agents to
2-19
agent permissions
2-24
call distribution
2-29
call outcome report
7-55
call priority
2-37
call volume report
7-57
caller ID for
2-13
caller options while waiting
2-59
clearing lockout
2-74
closing
2-11
comparison report
7-66
contacts for
4-9
creating a utility user for
4-2
creating Hold prompts for
2-60
data entry by callers
2-67
defined
2-4
distribution algorithms
2-29
extensions for
2-10
hold music for
2-56
language of phone prompts
2-75
listing in dial-by-name directory
2-15
menu choices for
2-86
prompt language
2-75
recording calls
2-80
setting up menu choice for
2-86
signing in and out
5-1
skills for
3-8
statistics by phone
6-17
supervising overview
6-1
talk time report by agent
7-49
trends report
7-28
Release 2.0 Service Pack 1
