Installation guide

Monitoring queue statistics 6-15
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
The following table shows how agent positions are calculated for each distribution algorithm.
The descriptions apply separately to primary agents and to each tier of overflow agents.
Algorithm Agent positions
Top down Agents’ positions are ordered by their order in the queue and do
not change.
Round robin Agents’ positions are reordered according to which agent
answered the previous queue call. Whenever an agent answers a
queue call, the next agent down in the list becomes 1, the agent
after that becomes 2, and so on. When the bottom of the queue is
reached, the order continues from the top down until it meets the
agent who answered the most recent call.
Longest idle agent Agent positions are ordered according to the length of time with-
out being in an Active state. The agent who has gone the longest
without being Active inbound is in position 1.
Note that talking on non-queue calls and being in the On Break
personal status place an agent in the Standby state, so that the
time since the agent was Active continues to increase. Likewise,
Wrap-up is not an Active state, so agents' wrap-up time also
increases their “idle” time. Only receiving a queue call makes an
agent Active and resets the agent's “idle” time.
An agent's position is reduced by 1 whenever an agent with a
longer time since being Active receives or places a queue call.
The only way for an agent's position to increase is for the agent
to receive a queue call.
Fewest calls Agent positions are ordered according to which agent has
received the fewest queue calls during the current display period.
The agent who has received the fewest queue calls since the
beginning of the shift is at position 1.
Note that the length of time spent on a queue call is not signifi-
cant for adjusting position, only the number of queue calls partic-
ipated in.
Release 2.0 Service Pack 1
April 2011