Installation guide

Using custom agent scoring 3-22
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Example
Viewing agent and call scoring decisions
You can use the queue logs to review and analyze the step-by-step logic used by the queue to
route calls to your agents, including how it followed your custom agent scoring setup. See
Appendix for more about using the queue logs.
Agent 1 Agent 2
Factor Value Weight Score Factor Val ue Weight Score
Round robin 100 1 100 Round robin 0 1 0
Longest Idle 33 2 66 Longest Idle 100 2 200
Spanish 50 1 50 Spanish 100 1 100
Kazakhstan 20 10 200 Kazakhstan 0 10 0
Cost (neg) 50 1 -50 Cost (neg) 100 1 -100
Total 366 Total 200
Release 2.0 Service Pack 1
April 2011