Installation guide

Using custom agent scoring 3-18
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
2 Check Add the agent’s average proficiency times __ to the call’s score. Enter a number
that determines how much a call moves ahead in the queue when one or more of its skill
requirements find a matching available agent. When an agent with a matching skill
becomes available, his or her skill value is multiplied by that number and added to the
call’s score. The higher the multiplier, the more matching calls are advanced in the queue.
In cases where the call has multiple skill requirements, the agent’s applicable skill values
are averaged, and that average value is multiplied by the number you enter.
Note: This setting applies only when comparing calls with skill requirements to calls with
no skill requirements. In cases where different calls have different skill requirements, this
setting is ignored, and skills change the call’s score based only on their weight in the queue
(see “Selecting and weighting relevant skills for a queue” on page 3-8).
3 Click
OK.
Using custom agent scoring
A queue uses agent scoring when a call arrives and several agents are available to take it, to
determine which agent gets the call. For each incoming call with more than one agent available,
the queue does the following:
1 Filters out those agents who are unable to take the call, for example, because they do not
meet the call’s skill requirements.
2 Calculates scores for the remaining agents.
3 Sends the call to the agent with the highest score.
Note: When two or more agents tie for the highest score, the call always goes to the longest idle
of the tied agents.
When you use a predefined routing algorithm, agent scores are calculated from 0 to 100. For
example, when using the “Top down” algorithm, the topmost agent gets a score of 100, the
bottom agent gets a score of 0, and those in between get percentage scores representing how
close they are to the top.
Release 2.0 Service Pack 1
April 2011