Installation guide

Monitoring queue statistics 6-16
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
Note: The distribution algorithms Longest idle, Fewest calls, Least talk time count inbound
queue calls only.
Enabling and disabling the Distribution Order column
You can enable or disable the Distribution Order column in the Agents pane in the Queue
Monitor. Disabling the column can speed up system performance.
To enable or disable the Distribution Order column
1 In the User/Group Management applet, choose Tools > System Settings. The System
Settings dialog opens.
2 Click the Queue tab.
Least talk time Agent positions are ordered according to which agent has spent
the least time on inbound queue calls during the current display
period. The agent who has spent the least time on inbound queue
calls since the beginning of the shift is at position 1.
Note that only calls from a queue count as talk time in that queue.
An agent working in two queues will have a different talk time in
each.
Simultaneous ring Agents have no position, as each call rings all agents’ phones
simultaneously.
Skills-based or custom rout-
ing
Agent positions are ordered according to their agent score, to
select the best-qualified agent for each call. See “Using custom
agent scoring” on page 3-18.
Algorithm Agent positions
Release 2.0 Service Pack 1
April 2011