Installation guide
Setting up skills-based routing for a queue 3-9
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
3 Select the skill from the Skill drop-down list. To add another skill at the system level, click
the star icon, and see “Defining skills” on page 3-4.
4 Under
Default proficiency, enter a default value for this skill in this queue. Agents without
the skill will be treated as though they had the skill at this value. Agents with this skill
override the default.
The best value scale is 0-100, where 0 represents no skill and 100 represents the highest
possible skill. This scale balances skills with other factors if you use custom routing (see
“Using custom agent scoring” on page 3-18).
5 Under
Proficiency weight, enter a number to define how important this skill is relative to
other skills and factors when routing calls to matching agents in this queue. The agent’s
skill value is multiplied by this number and added to the agent’s total score (see “The agent
scoring formula” on page 3-21).
Example: By giving Spanish a weight of 1 and Expertise a weight of 5, you make Expertise
five times as valuable when selecting an agent for a call. An agent with Spanish 50 and
Expertise 20 will get 50 points for Spanish and 100 points (20 * 5) for Expertise.
Weight can have a range from -1000 to 1000. With a negative weight, the agent’s skill is
multiplied by the weight and then subtracted from the agent’s score, meaning aptitude
makes the agent less eligible to receive matching calls.
6 Click
OK.
7
When you are done adding the relevant skills for the queue, click OK to close the Queue dialog.
Setting up skills-based routing for a queue
Before setting up a queue for skills-based routing, you should have already defined skills and
assigned them to the queue, as well as to the users who will be agents in the queue. For
instructions, see the previous sections in this chapter.
To set up skills-based routing for a queue, you perform the following tasks:
• Choose skills-based or custom routing as the distribution algorithm. See the next section.
• Define how skills are used in routing. See page 3-12.
Release 2.0 Service Pack 1
April 2011