Installation guide

Setting up skills-based routing for a queue 3-13
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
To define how skills are used in routing calls to the queue
1 Click the Distribution \ Agent Filtering (Skills) tab in the Queue dialog.
2 To specify the minimum and maximum skill requirements, select one of the following
Send calls to agents options:
•
If the agent meets the minimum skill requirements. Calls will be routed only to agents
whose skill values meet or exceed the calls’ minimum proficiency requirements for
those skills. Calls’ maximum proficiency requirements are ignored, so no agents are
considered “overqualified” for a call.
•
If the agent’s skills are between the minimum and maximum requirements. Calls will
be routed only to agents whose skill values are within the range of the calls’ minimum
and maximum proficiency requirements for those skills.
Note: Selecting Ignoring the call’s skill requirements disables the filtering step. If you select
this option, calls are distributed to agents whether or not the agents meet the call's skill
requirements. Routing is then based entirely on non-skill factors, such as the weight of agents’
attributes and the queue’s standard agent scoring algorithms (see “Using custom agent scoring”
on page 3-18).
Release 2.0 Service Pack 1
April 2011