Installation guide

Selecting and weighting relevant skills for a queue 3-8
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
5 Under Minimum value and Maximum value, enter the range (from 0 to 100) that an agent’s
skill value must be within to qualify for taking the call.
Note: You can set up skills-based routing to ignore Maximum value, so that no agent is
considered “overqualified” for a call. You can also set up skills-based routing to gradually
relax the minimum requirements as the caller’s wait increases. See “Defining how skills are
used in routing calls to queues” on page 3-12.
6 Click
OK.
7
When you are done adding skill requirements, click OK to close all dialogs and return to the
Auto Attendants view.
For complete instructions on setting up and using auto attendants, see Chapter 13 in the Wave
Global Administrator Guide.
Selecting and weighting relevant skills for a queue
For each queue that will use skills-based routing, you must select which skills are relevant to
the queue, and define the relative weight of those skills in selecting agents for a call. Skills in
your system that are not assigned to the queue play no part in routing the queue’s calls, even if
calls require these skills and agents have them.
To select and weight a queue’s skills
1 Edit the queue by double-clicking it in the Queues view to open the Queue dialog, and go
to the Skills tab.
2 Click
Add. The Queue Skill dialog opens.
Release 2.0 Service Pack 1
April 2011