Installation guide

Defining skills 3-4
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Tools to prepare for and analyze skills-based routing
Wave provides an Excel spreadsheet that you can use to quickly see the impact of using different
skills and weights, and calculate what would happen to calls in various scenarios.
Wave’s easy-to-read queue logs show the routing and scoring decisions queues make while they
are handling calls. See Appendix .
Defining skills
As the first step to using skills-based routing you must define a set of skills, that you can then
assign to users, calls, and queues.
To define skills
1 Choose Tools > System Settings, and go to the Queue \ Agents Skills tab.
2 Click Add. The Agent Skill dialog opens.
3 Under
Name, enter the name of the skill. Spaces and colons (:) are not legal characters.
Letters, numbers, and other characters are legal as long as a letter is the first character. Skill
names are not case sensitive, so you cannot use the same skill name twice with different
case.
Release 2.0 Service Pack 1
April 2011