Installation guide

Setting up skills-based routing for a queue 3-15
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
4 In the table, define by how much each skill requirement is adjusted whenever the system
makes an adjustment pass. You can have the system adjust different skill requirements at
different rates.
For each skill, click the
Reduce minimum by column to enter a number by which the skill
minimum will be reduced. If you are using skill maximums (see the previous section,
“Defining how skills are used in routing calls to queues” on page 3-12), then you can click
the
Increase maximum by column and enter a number by which the skill maximum will be
increased.
Note: Entering a value of 0 means that skill requirement is never adjusted, and the call waits
indefinitely for an agent who has the required skill value. (Setting all skills to 0 is equivalent to
selecting
Wait indefinitely for a matching agent above).
5 Click OK.
Redirecting calls when no agents have matching skills
You can have the queue automatically redirect calls when there are no signed-in agents with
skills that match the call’s skill requirements. See “Redirecting calls when there are no matching
skills” on page 2-54 for instructions.
Note: If you have set the queue to reduce calls’ skill requirements over time (see the previous
section), then calls will not be redirected for lack of matching skills.
Release 2.0 Service Pack 1
April 2011