Installation guide

Wave Contact Center Administrator Guide
Chapter 3
Using Skills-Based and Custom Routing
CHAPTER CONTENTS
About skills-based and custom routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2
Overview of skills-based routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3
Defining skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-4
Assigning skills and attributes to users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-5
Adding skill requirements to calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7
Selecting and weighting relevant skills for a queue . . . . . . . . . . . . . . . . . . . . . . 3-8
Setting up skills-based routing for a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9
Viewing an agent’s skills within a queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-16
Reducing wait time for calls with skill requirement matches . . . . . . . . . . . . . . 3-17
Using custom agent scoring. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-18
Release 2.0 Service Pack 1
April 2011