Installation guide

Using custom agent scoring 3-21
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
The agent scoring formula
Agents are scored as follows:
Required skill proficiency weighted average (see below) * skill factor weight
plus Cost * cost weight
plus Custom 1 * custom 1 weight
plus Custom 2 * custom 2 weight
plus Custom 3 * custom 3 weight
plus Idle time algorithm rank * idle time weight
plus Talk time algorithm rank * talk time weight
plus Number of calls algorithm rank * number of calls weight
plus Top down algorithm order * top down weight
plus Round robin algorithm order * round robin weight
equalsAgent score
The
Required skill proficiency weighted average is as follows:
Required skill 1 proficiency * that skill’s proficiency weight
plus Required skill 2 proficiency * that skill’s proficiency weight
plus ... the same for each skill required by the interaction
over The sum of all proficiency weights
Release 2.0 Service Pack 1
April 2011