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
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