Installation guide

Setting up skills-based routing for a queue 3-12
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Defining how skills are used in routing calls to queues
To define how Wave uses the skills you define to identify agents who are qualified to take a call,
you specify the following:
•
Minimum and maximum skill requirements. A skill requirement on a call includes a
minimum and maximum required value (see “Adding skill requirements to calls” on page
3-7). You can choose whether the queue filters out agents who are underqualified (agents
who fail to meet the minimum skill requirement), or whether it also filters out
overqualified agents (agents who exceed the maximum skill requirement).
•
If and how skill requirements change over time. Based on how long a call remains
unanswered in the queue, you can reduce the minimum skill requirements so that the call
does not remain unanswered for too long.
Adjusting skill requirements over time
You can define whether minimum skill requirements get reduced as the caller waits, so that
eventually the call may be sent to a less-skilled or unskilled agent. If you are using maximum
skill requirements (see the previous section, “Defining how skills are used in routing calls to
queues” on page 3-12), you can have those increase over time, allowing more highly-skilled
agents to take the call. Choose one of the following:
Release 2.0 Service Pack 1
April 2011