Vertical Wave Guia de Instalação

Wave IP 2.0 SP1Wave ContactCenter AdministratorGuide Release 2.0 Service Pack 1 April 2011

Contents-6Wave Contact Center Administrator GuideSetting Reporter options - - - - - - - - - - - - - - - - - - - - - - - - - - 7-8Setting general Repo

Managing a queue’s audio recordings 2-78Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideUsing the Welcome prompt to i

Managing a queue’s audio recordings 2-79Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo create a voicemail greetin

Automatically recording queue calls 2-80Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide4 Enter a Name for the greeti

Automatically recording queue calls 2-81Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideNote the following important

Automatically recording queue calls 2-82Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide3 In Record 1 call out of eve

Collecting queue statistics 2-83Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideCollecting queue statisticsWave recor

Collecting queue statistics 2-84Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo define the statistics period1 Clic

Collecting queue statistics 2-85Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo define shifts for statistics displ

Directing calls to a queue 2-86Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide5 Repeat to add as many shifts per day

Directing calls to a queue 2-87Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo set up a menu choice in an auto att

Contents-7Wave Contact Center Administrator GuideCall Log report - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 7-37Setting options:

Managing custom data variables 2-88Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide4 Record the prompt that you want

Managing custom data variables 2-89Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideCreating a custom data variableUse

Deleting a queue 2-90Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide3 Click Add. The Custom Data dialog opens.4 Ente

Deleting a queue 2-91Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideThis warning is displayed if you try to delete a

Release 2.0 Service Pack 1 April 2011

Wave Contact Center Administrator GuideChapter 3Using Skills-Based and Custom RoutingCHAPTER CONTENTSAbout skills-based and custom routing. . . . . .

About skills-based and custom routing 3-2Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideAbout skills-based and

Overview of skills-based routing 3-3Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideOverview of skills-based ro

Defining skills 3-4Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideTools to prepare for and analyze skills-base

Assigning skills and attributes to users 3-5Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator Guide4 If necessary, ent

Contents-8Wave Contact Center Administrator GuideSetting options: Outbound Calls by Phone Number report - - - 7-60Reading the Outbound Calls by Pho

Assigning skills and attributes to users 3-6Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator Guide3 Select the skill

Adding skill requirements to calls 3-7Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideAdding skill requirements

Selecting and weighting relevant skills for a queue 3-8Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator Guide5 Under

Setting up skills-based routing for a queue 3-9Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator Guide3 Select the ski

Setting up skills-based routing for a queue 3-10Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideConfiguring ski

Setting up skills-based routing for a queue 3-11Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideWhen you select

Setting up skills-based routing for a queue 3-12Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideDefining how sk

Setting up skills-based routing for a queue 3-13Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideTo define how s

Setting up skills-based routing for a queue 3-14Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator Guide3 Depending on

Setting up skills-based routing for a queue 3-15Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator Guide4 In the table,

Contents-9Wave Contact Center Administrator GuideAppendix A Creating Custom ReportsAbout custom reports - - - - - - - - - - - - - - - - - - - - - - -

Viewing an agent’s skills within a queue 3-16Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideViewing an agent’s

Reducing wait time for calls with skill requirement matches 3-17Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator Guid

Using custom agent scoring 3-18Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator Guide2 Check Add the agent’s average

Using custom agent scoring 3-19Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideYou can create your own customiz

Using custom agent scoring 3-20Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideConfiguring custom agent scoring

Using custom agent scoring 3-21Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideThe agent scoring formulaAgents

Using custom agent scoring 3-22Chapter 3: Using Skills-Based and Custom RoutingWave Contact Center Administrator GuideExampleViewing agent and call sc

Wave Contact Center Administrator GuideChapter 4Using Contacts and Call Rules with a QueueCHAPTER CONTENTSAbout using contacts and call rules with a q

Setting up a utility user for a queue 4-2Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator GuideBenefits of using

Setting up a utility user for a queue 4-3Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator GuideCreating the util

Release 2.0 Service Pack 1 April 2011

Setting up a utility user for a queue 4-4Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator Guide7 Click the Voice

Setting up a utility user for a queue 4-5Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator Guide10 Use the audio

Setting up a utility user for a queue 4-6Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator Guide13 Click the Dial

Setting up a utility user for a queue 4-7Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator GuideCreating the util

Setting up a utility user for a queue 4-8Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator Guide5 Click the If no

Creating queue contacts 4-9Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator GuideCreating queue contactsYou crea

Setting up call rules for a queue 4-10Chapter 4: Using Contacts and Call Rules with a QueueWave Contact Center Administrator GuideExample: To define a

Wave Contact Center Administrator GuideChapter 5Working as an Agent in a Contact Center QueueCHAPTER CONTENTSStarting and ending your shift, and takin

Starting and ending your shift, and taking breaks 5-2Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideSt

What Contact Center agents need to know 5-3Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideTaking a bre

Wave Contact Center Administrator GuideChapter 1IntroductionCHAPTER CONTENTSAbout Wave Contact CentersYou can set up a Wave Contact Center to automati

What Contact Center agents need to know 5-4Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideWorking at d

Signing in and out of a queue 5-5Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideSigning in and out of

Receiving and handling queue calls 5-6Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideReceiving and han

Receiving and handling queue calls 5-7Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideBeing monitored o

Receiving and handling queue calls 5-8Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideUsing the Call Mo

Placing calls from a queue vs. calling as user 5-9Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideWrap-

Placing calls from a queue vs. calling as user 5-10Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideWhen

Popping up caller information 5-11Chapter 5: Working as an Agent in a Contact Center QueueWave Contact Center Administrator GuideYou can also learn fr

Release 2.0 Service Pack 1 April 2011

Wave Contact Center Administrator GuideChapter 6Supervising a Contact Center QueueCHAPTER CONTENTSAbout supervising queuesYou can assign agents any nu

About Wave Contact Centers 1-2Chapter 1: IntroductionWave Contact Center Administrator GuideContact Center queue featuresFeatureAdministrationSingle-p

Viewing current queue calls 6-2Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideExempting supervisors from receivin

Monitoring queue statistics 6-3Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideViewing queue statistics in the Que

Monitoring queue statistics 6-4Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideThe Agents paneAt the top of the Qu

Monitoring queue statistics 6-5Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideAgent State Agent’s current level o

Monitoring queue statistics 6-6Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideCalls answered Number of incoming c

Monitoring queue statistics 6-7Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideInbound Calls Number of incoming qu

Monitoring queue statistics 6-8Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideThe Queue Statistics paneAt the bot

Monitoring queue statistics 6-9Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideThe Queue Statistics pane displays

Monitoring queue statistics 6-10Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideCalls transferred outNumber of cal

Monitoring queue statistics 6-11Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideRedirection Number of calls that h

About Wave Contact Centers 1-3Chapter 1: IntroductionWave Contact Center Administrator GuideContact Center extensions listed in the dial-by-name direc

Monitoring queue statistics 6-12Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideWhen statistics are resetStatistic

Monitoring queue statistics 6-13Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideWhen statistics are refreshedBy de

Monitoring queue statistics 6-14Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideAbout agents’ personal status and

Monitoring queue statistics 6-15Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideThe following table shows how agen

Monitoring queue statistics 6-16Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideNote: The distribution algorithms

Monitoring queue statistics 6-17Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator Guide3 Select or deselect the Update Ag

Supervising other agents’ calls 6-18Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideSupervising other agents’ call

Supervising other agents’ calls 6-19Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideHow supervised calls appear in

Supervising other agents’ calls 6-20Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideNote: You can enter the comple

Managing agents’ status 6-21Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideManaging agents’ statusWith supervisor

About Wave Contact Centers 1-4Chapter 1: IntroductionWave Contact Center Administrator GuideSupervisionChanging an agent’s personal statusSigning an a

Managing agents’ status 6-22Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideTo sign an agent in or out via ViewPoi

Managing agents’ status 6-23Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator Guide4 Double-click the queue in the Queues

Managing agents’ status 6-24Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator Guide6 Select or deselect the This agent is

Managing a queue’s voice mailbox 6-25Chapter 6: Supervising a Contact Center QueueWave Contact Center Administrator GuideManaging a queue’s voice mail

Release 2.0 Service Pack 1 April 2011

Wave Contact Center Administrator GuideChapter 7Running Contact Center ReportsCHAPTER CONTENTSAbout the Contact Center ReporterThe Contact Center Repo

About the Contact Center Reporter 7-2Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideContact Center Reporter requireme

Running a report 7-3Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideRunning a reportThis section describes how to star

Running a report 7-4Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideUsing the Contact Center Reporter toolbar in Excel

Running a report 7-5Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideTo run a Contact Center report1 In ViewPoint, choo

Using the Call Classifier with Wave Contact Centers 1-5Chapter 1: IntroductionWave Contact Center Administrator GuideUsing the Call Classifier with Wa

Viewing report results 7-6Chapter 7: Running Contact Center ReportsWave Contact Center Administrator Guide3 The Options dialog for the selected report

Viewing report results 7-7Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideNote: Sometimes totals on the Data tab may a

Setting Reporter options 7-8Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideSetting Reporter optionsYou set Reporter o

Setting Reporter options 7-9Chapter 7: Running Contact Center ReportsWave Contact Center Administrator Guide2 Under Toll-free options, enter the prefi

Setting Reporter options 7-10Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideSetting individual report optionsThe Opti

Customizing Contact Center Reporter 7-11Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideCustomizing Contact Center Rep

Customizing Contact Center Reporter 7-12Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReporting on outbound Contact

Printing and scheduling reports with the Report Runner 7-13Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuidePrinting an

Printing and scheduling reports with the Report Runner 7-14Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideTo create a

Printing and scheduling reports with the Report Runner 7-15Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideExamples: R

Vertical Communications, Inc. reserves the right to revise this publication and to make changes in content without notice.© 2011 by Vertical Communica

Using the audio controls 1-6Chapter 1: IntroductionWave Contact Center Administrator GuideTo move forward and backward within the recording, drag the

Available reports overview 7-16Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideRunning the Report Runner without a com

Available reports overview 7-17Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideAgent Call Trends report(see page 7-26)

Available reports overview 7-18Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideCall Transfer report(see page 7-42)By a

Available reports overview 7-19Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideOutbound Call Comparison report(see pag

Available reports overview 7-20Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideUnanswered Calls During Business Hours

Activity History by Agent report 7-21Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideActivity History by Agent reportT

Activity History by Agent report 7-22Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideTotals tabThe Totals tab displays

Activity History by Queue report 7-23Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideActivity History by Queue reportT

Activity History by Queue report 7-24Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideFiltering the Activity History by

Agent by Queue and Skill Configuration report 7-25Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideAgent by Queue and S

Support services 1-7Chapter 1: IntroductionWave Contact Center Administrator GuideWave Phone User Guide—Describes how to use SIP phones, digital phone

Agent Call Trends report 7-26Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideAgent Call Trends reportThe Agent Call Tr

Agent Call Trends report 7-27Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideData tabThe Data tab displays the followi

Agent Performance Trends by Queue report 7-28Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideAgent Performance Trends

Agent Performance by Skill report 7-29Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideAgent Performance by Skill repor

Agent State Summary report 7-30Chapter 7: Running Contact Center ReportsWave Contact Center Administrator Guide• Wrap Up Time. The time between calls

Agent State Summary report 7-31Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReport tabThe Report tab displays the f

Agent State Summary by Queue report 7-32Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideAgent State Summary by Queue r

Average Wait Time and Call Volume by Time of Day report 7-33Chapter 7: Running Contact Center ReportsWave Contact Center Administrator Guide•Offering•

Call Distribution by Skill and Agent report 7-34Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReport tabThe Report t

Call Distribution by Skill and Agent report 7-35Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Call Distr

System security 1-8Chapter 1: IntroductionWave Contact Center Administrator GuideSystem securityYou are responsible for the security of your Wave syst

Call Distribution by Skill and Queue report 7-36Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideCall Distribution by S

Call Log report 7-37Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideCall Log reportThe Call Log report shows all the i

Call Log report 7-38Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideFor a description of the Call Log columns, see Cha

Call Result by Skill report 7-39Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideCall Result by Skill reportThe Call Re

Call Summary report 7-40Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReport tabThe Report tab displays the followin

Call Summary report 7-41Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Call Summary reportReport tabThe R

Call Transfer report 7-42Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideCall Transfer reportThis report shows how man

Call Transfer report 7-43Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Call Transfer reportReport tabThe

Call Trends report 7-44Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideData tabThe Data tab contains the following col

Call Trends report 7-45Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Call Trends reportReport tabThe Rep

Wave Contact Center Administrator GuideChapter 2Creating a Contact Center QueueCHAPTER CONTENTSAbout Contact Center queues . . . . . . . . . . . . . .

Call Volume by Account Code report 7-46Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideCall Volume by Account Code rep

Call Volume by Identified Caller report 7-47Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReport tabThe Report tab d

Contact Center Queue Information report 7-48Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideContact Center Queue Infor

Cumulative Calls and Average Talk Time by Agent report 7-49Chapter 7: Running Contact Center ReportsWave Contact Center Administrator Guide• Permissio

Cumulative Calls and Average Talk Time by Agent report 7-50Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReport tabT

Custom Data report 7-51Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideCustom Data reportThe Custom Data report shows

Custom Data report 7-52Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Custom Data reportReport tabThe Rep

Grouped Service Level report 7-53Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideGrouped Service Level reportThis repo

Grouped Service Level report 7-54Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Grouped Service Level rep

Inbound Call Outcome Trends report 7-55Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideInbound Call Outcome Trends rep

About Contact Center queues 2-2Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideAbout Contact Center queuesContact Cen

Inbound Call Outcome Trends report 7-56Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReport tabThe Report tab displa

Inbound Call Volume Trends report 7-57Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideInbound Call Volume Trends repor

Outbound Call Comparison report 7-58Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideOutbound Call Comparison reportThe

Outbound Call Comparison report 7-59Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Outbound Call Comparis

Outbound Calls by Phone Number report 7-60Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideOutbound Calls by Phone Numb

Outbound Calls by Phone Number report 7-61Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Outbound Calls b

Outbound Long Distance Summary report 7-62Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideOutbound Long Distance Summa

Outbound Long Distance Summary report 7-63Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Outbound Long Di

Outbound Long Distance Summary report 7-64Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideData tabThe following fields

Queue Call History Detail report 7-65Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideQueue Call History Detail reportT

About Contact Center queues 2-3Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideWhat agents experienceAgents can work

Queue Call History Detail report 7-66Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideQueue Comparison reportThe Queue

Queue Call History Detail report 7-67Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideEach stacked bar displays the tot

Queue Performance Summary by Agent report 7-68Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideQueue Performance Summar

Service Level report 7-69Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideService Level reportThe Service Level report

Service Level report 7-70Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideService Level report worksheet totalsTo view

Service Level by Skill report 7-71Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideService Level by Skill reportThe Ser

Skill Assignment by Agent report 7-72Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideSkill Assignment by Agent reportT

Trunk Performance report 7-73Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideSetting options: Trunk Performance report

Trunk Performance report 7-74Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Trunk Performance reportRepor

Trunk Usage report 7-75Chapter 7: Running Contact Center ReportsWave Contact Center Administrator Guide• Erlangs. A decimal number showing the ratio o

About Contact Center queues 2-4Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideBasic Contact Center queue terminology

Trunk Usage report 7-76Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Trunk Usage reportThe following fie

Unanswered Calls During Business Hours report 7-77Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideUnanswered Calls Dur

Unanswered Calls During Business Hours report 7-78Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the Unanswer

User Activity report 7-79Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideUser Activity reportThe User Activity report

User Call Trends report 7-80Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideThe User Activity pie chart shows the perc

User Call Trends report 7-81Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideReading the User Call Trends reportReport

Wait by Outcome report 7-82Chapter 7: Running Contact Center ReportsWave Contact Center Administrator GuideData tabThe Data tab displays the following

Wave Contact Center Administrator GuideAppendix ACreating Custom ReportsCHAPTER CONTENTSAbout custom reportsThe database used for the Wave data is Mic

Wave database schema A-2Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideWave database schemaThe Wave database contains the f

Wave database schema A-3Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideThe CallLog tableThe CallLog table contains data for

Creating a Contact Center queue 2-5Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideViewing queue configuration and se

Wave database schema A-4Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideThe following CallLog table columns are copies of da

Wave database schema A-5Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideThe PartyLog tableThe PartyLog table contains data f

Wave database schema A-6Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideRoleWhat role the party played in the call:3 = Peer1

Wave database schema A-7Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideCallerIDTypeThe type of phone number used for the Ca

Wave database schema A-8Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideThe QueueEncounter tableEach inbound or outbound cal

Wave database schema A-9Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideThe AgentStateChange tableThe AgentStateChange table

Wave database schema A-10Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideThe UserStateChange tableThe UserStateChange table

Wave database schema A-11Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideThe ExtensionSettings tableMany types of Wave exten

Wave database schema A-12Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideQueueSkillDefinitions tableThe system-wide skill li

Wave database schema A-13Appendix A: Creating Custom ReportsWave Contact Center Administrator GuidePersonalStatus tableEach personal status for each u

Creating a Contact Center queue 2-6Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideOverview of creating a queueYou cr

Wave database schema A-14Appendix A: Creating Custom ReportsWave Contact Center Administrator GuideQueueSkills tableEach skill defined in a queue has

Wave Contact Center Administrator GuideAppendix BTroubleshooting Contact Center QueuesCHAPTER CONTENTSTroubleshooting queue behavior using queue logsQ

Troubleshooting queue behavior using queue logs B-2Appendix B: Troubleshooting Contact Center QueuesWave Contact Center Administrator GuideAbout queue

Troubleshooting agent issues B-3Appendix B: Troubleshooting Contact Center QueuesWave Contact Center Administrator GuideNote that each call is listed

Release 2.0 Service Pack 1 April 2011

Wave Contact Center Administrator GuideSymbols* (on Call Monitor and Queue Monitor tabs) 5-5*00 (log off from workstation) 5-4*14 (place calls from a

Index-2Wave Contact Center Administrator GuideCCall Distribution by Skill and Agent report 7-34Call Distribution by Skill and Queue report 7-36Call ID

Index-3Wave Contact Center Administrator Guidedeletingqueue 2-90dial-by-name directory, listing queues in 2-15distribution algorithms 2-29EExamplescal

Index-4Wave Contact Center Administrator GuideOOn Break status, automatically placing agents in 2-34options for waiting callers 2-59Outbound Call Comp

Index-5Wave Contact Center Administrator Guideusing call rules with 4-9using contacts with 4-2using overflow agents 2-41utility user 4-2validating dat

Creating a Contact Center queue 2-7Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideThe Queues viewTo create or edit a

Index-6Wave Contact Center Administrator GuideSschema for database A-2securityWave system 1-8security, managing for a queue 2-73Service Level by Skill

Index-7Wave Contact Center Administrator GuideWelcome prompt, recording 2-77working remotely 5-11wrap-up timedefault setting for 2-16ending early 5-9u

Release 2.0 Service Pack 1 April 2011

Revision HistoryRelease Date Documentation Changes Page No.2.0 SP1 04/11 SERVICE PACK RELEASEA warning is now displayed if you try to delete a queue

Creating a Contact Center queue 2-8Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideThe following table shows the info

Creating a Contact Center queue 2-9Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide4 To edit an existing queue, doubl

Entering general information about a queue 2-10Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideEntering general infor

Closing a queue 2-11Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide• DID number. Optionally, you can give the queue

Defining call logging for a queue 2-12Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideQueue status when closedQueue s

Setting external Caller ID for outbound queue calls 2-13Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide2 Enter the f

Setting external Caller ID for outbound queue calls 2-14Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo set extern

Including a queue in the dial-by-name directory 2-15Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide• Do not send cal

Defining agents for a queue 2-16Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide2 Select the List in dial-by-name dir

Defining agents for a queue 2-17Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo set a default wrap-up time for age

Release 2.0 Service Pack 1 April 2011

Defining agents for a queue 2-18Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo set default agent permissions1 Cli

Defining agents for a queue 2-19Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideAdding agents to a queueTo add agents

Defining agents for a queue 2-20Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide5 For This agent is an observer, not

Defining agents for a queue 2-21Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide7 To change the agent’s permissions f

Defining agents for a queue 2-22Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideAutomatically recording an agent’s ca

Defining agents for a queue 2-23Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide3 Check Automatically record this age

Defining agents for a queue 2-24Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideAgent permissionsYou can give agents

Defining agents for a queue 2-25Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideQueue Sign In/Out The agent can sign

Defining agents for a queue 2-26Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuidePermissions are granted to Contact Ce

Defining agents for a queue 2-27Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideChanging the order of agentsOnce you

Wave Contact Center Administrator GuideContentsChapter 1 IntroductionAbout Wave Contact Centers - - - - - - - - - - - - - - - - - - - - - - 1-1Conta

Defining agents for a queue 2-28Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideUsing remote agentsIf you have Contac

Configuring call distribution 2-29Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideWhen you have finished defining age

Configuring call distribution 2-30Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide• Least talk time. The ready agent

Configuring call distribution 2-31Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide2 From the Agent scoring algorithm

Configuring call distribution 2-32Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideAbout simultaneous ringSimultaneous

Configuring call distribution 2-33Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo enable Last Agent Routing:1 Clic

Configuring call distribution 2-34Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideLast Agent Routing and Expected Wai

Defining how calls are scored 2-35Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide2 Check If an agent does not answer

Defining how calls are scored 2-36Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideYou can increase a call’s score usi

Defining how calls are scored 2-37Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideGiving some calls higher priorityYo

Contents-2Wave Contact Center Administrator GuideChanging wrap-up time and permission defaults - - - - - - - - - - 2-16Adding agents to a queue -

Defining how calls are scored 2-38Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideNote: Redirection overrides caller

Defining how calls are scored 2-39Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo configure a queue to use call pr

Defining how calls are scored 2-40Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideAssigning priority to callsYou assi

Setting up overflow agents 2-41Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideSetting up overflow agentsOverflow age

Setting up overflow agents 2-42Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideAssigning an overflow tier to agentsTo

Setting up overflow agents 2-43Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideSetting up the overflow wait time and

Setting up overflow agents 2-44Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide• If no agents in the current tier are

Configuring expected wait time 2-45Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideConfiguring expected wait timeThe

Configuring expected wait time 2-46Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideExample: For a queue with 10 avail

Configuring expected wait time 2-47Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo improve the expected wait time

Contents-3Wave Contact Center Administrator GuideValidating caller data entry - - - - - - - - - - - - - - - - - - - - - - - - - 2-71Managing a queu

Configuring expected wait time 2-48Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo get the best estimate, use the

Configuring a queue to redirect calls 2-49Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideAnnouncing expected wait ti

Configuring a queue to redirect calls 2-50Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo define redirect options

Configuring a queue to redirect calls 2-51Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide• If the number of queued c

Configuring a queue to redirect calls 2-52Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideDefining a maximum wait tim

Configuring a queue to redirect calls 2-53Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide5 To define how calls are r

Configuring a queue to redirect calls 2-54Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide2 To have the queue close a

Configuring a queue to redirect calls 2-55Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo redirect calls when ther

Setting up the caller's hold experience 2-56Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideSetting up the calle

Setting up the caller's hold experience 2-57Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide2 Select the Music o

Contents-4Wave Contact Center Administrator GuideDefining how skills are used in routing calls to queues - - - - - - 3-12Redirecting calls when no a

Setting up the caller's hold experience 2-58Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo hold and park rin

Setting up the caller's hold experience 2-59Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideOffering options whi

Setting up the caller's hold experience 2-60Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide• Transfer out of qu

Setting up the caller's hold experience 2-61Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo create a Hold pro

Setting up the caller's hold experience 2-62Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide3 Under General, ent

Setting up the caller's hold experience 2-63Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide5 Optionally, select

Setting up the caller's hold experience 2-64Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide4 From the Condition

Setting up a queue’s voice mailbox 2-65Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideNote: Text variables are sorte

Setting up a queue’s voice mailbox 2-66Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo set up a queue’s voice mail

Setting up a queue’s voice mailbox 2-67Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide4 Select the following options

Contents-5Wave Contact Center Administrator GuidePlacing calls from a queue vs. calling as user - - - - - - - - - - - 5-9Determining who you are call

Setting up a queue’s voice mailbox 2-68Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideYou can create as many caller

Setting up a queue’s voice mailbox 2-69Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideTo prompt the caller to enter

Setting up a queue’s voice mailbox 2-70Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide3 Enter a Name for the data th

Setting up a queue’s voice mailbox 2-71Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide8 Click the Validation tab to

Setting up a queue’s voice mailbox 2-72Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide4 Select the Ask the caller to

Managing a queue’s password security 2-73Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideManaging a queue’s password

Managing a queue’s audio recordings 2-74Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator Guide• Password must be changed on

Managing a queue’s audio recordings 2-75Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideChoosing the language for a q

Managing a queue’s audio recordings 2-76Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideRecording a voice title for a

Managing a queue’s audio recordings 2-77Chapter 2: Creating a Contact Center QueueWave Contact Center Administrator GuideCreating a Welcome prompt for