Installation guide

Using custom agent scoring 3-19
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
You can create your own customized agent scoring system that scores agents according to a
variety of factors. You determine how much weight each factor carries in determining the
agents’ scores. With custom agent scoring you can do the following:
•
Blend two or more predefined algorithms. For example, you could blend “Round robin”
and “Longest idle,” so that the randomness of round-robin distribution doesn’t leave an
agent waiting too long.
•
Incorporate agents’ skill values. If a call requires Spanish and several agents with
Spanish are available, the agent with the highest Spanish skill will get a higher score. You
can weight individual skills differently, for example, a 20 skill in Kazakhstan Travel
could increase the agent’s score by more than a 100 skill in Spanish.
•
Incorporate agents’ cost and custom attributes. See “Assigning attributes to users” on page
3-6. After assigning cost and custom attributes to agents, you can weight them appropriately
and use them in routing. For example, you could blend “Least talk time” with a negative
“Cost,” so that your most expensive agents take fewer calls, freeing them for other tasks.
Release 2.0 Service Pack 1
April 2011