Installation guide

Defining agents for a queue 2-27
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Changing the order of agents
Once you have added agents to a queue, you can reorder them. If you are using the top down or
round robin algorithms to distribute calls to agents, the order of agents in the queue is especially
important, because it determines the order in which agents receive calls.
The order of agents can also be important when using other distribution algorithms. For
example, if you are using the
fewest calls algorithm, and three agents are tied for the fewest
calls, the topmost of those agents in the order gets the next call. Note that at the end of a shift
all statistics are reset to zero, so all agents are tied in statistical categories, and agent order
briefly becomes the method of distributing calls, until new statistics are accumulated.
For a description of the distribution algorithms, see “Configuring call distribution” on page
2-29.
To change the order of agents in a queue
1 Click the Agents tab in the Queue dialog.
2 Click an agent name, and click the up and down arrows to move the agent to a different
place in the queue.
3
Click OK to save the queue as you have defined it so far.
Release 2.0 Service Pack 1
April 2011