Installation guide

Setting up skills-based routing for a queue 3-11
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
When you select this option, additional fields are displayed on the Distribution \ Agent
Scoring tab:
3 Under
Distribution calculations are based on queue calls occurring in, specify the
following:
• Time period. Choose whether to distribute calls based on totals for the current Shift or the
current
Day (since midnight).
•
Direction. Choose whether the algorithm only counts Inbound calls, or both Inbound
and Outbound
calls.
4 In the Determine which agent gets the next call using the following attributes table, select
the
Use checkbox for Proficiency in call skills to enable skills-based routing. For more
information on
Weight and the rest of this table, see “Using custom agent scoring” on page
3-18.
5 Click OK.
Release 2.0 Service Pack 1
April 2011