Installation guide

Using custom agent scoring 3-20
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Configuring custom agent scoring
To set up custom agent scoring
1 Click the Distribution \ Agent Scoring tab in the Queue dialog.
2 Select
Skills-based or custom routing from the Agent scoring algorithm drop-down list.
3 In the
Determine which agent gets the next call using the following agent attributes table,
expand the categories and do the following:
• Check
Use for each factor that you want to include in the agent’s score. Note that
checking “Proficiency in call’s skills” makes all skills a factor. To adjust the weight of
individual skills, see “Selecting and weighting relevant skills for a queue” on page
3-8.
• To change the weight of a factor, click the
Weight column for that factor and enter the
new number. The factor’s value will be multiplied by that number and added to the
agent’s score.
Weight has a range of -1000 to 1000. To choose a negative weight,
meaning the value will be subtracted from the agent’s score, use the minus sign to
enter a negative number (for example, “-1”). Setting
Weight to 0 is equivalent to
deselecting
Use, as it will always add 0 to an agent’s score.
4
Click OK.
Release 2.0 Service Pack 1
April 2011