Installation guide

Configuring call distribution 2-29
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
When you have finished defining agents
Click OK in the Queue dialog to save the queue as you have defined it so far or go to the next section,
“Configuring call distribution.”
Configuring call distribution
This section describes the ways in which you can distribute incoming queue calls to agents:
• Specifying how queue calls are distributed to agents. See the next section.
• Using Last Agent Routing. See page 2-32.
• Placing agents on break if they do not answer calls. See page 2-34.
• Giving some calls higher priority. See page 2-37.
Specifying how queue calls are distributed to agents
You can use any of the following methods to distribute incoming queue calls to agents:
•
Top down. The call moves through the list of agents—from the top of the list
downward—until it reaches a ready agent. For this algorithm, the order of agents in the
queue is important. (See “Changing the order of agents” on page 2-27.)
•
Round robin. Agents receive calls in the same sequence as with Top Down, but starting
with a different agent each time. Each call starts with the agent after the one who
answered the previous call.
•
Longest idle agent. The ready agent who has waited the longest time for a call receives
the next call. This algorithm is calculated by determining which agent has gone the
longest period of time without being in an Active state. Non-queue calls count as being
“idle,” because they put an agent in the Standby state. (See the Agent State column under
“Agents Pane Information” on page 6-4.)
•
Fewest calls. The ready agent who has answered the fewest calls from this queue since
beginning the agent’s work shift receives the next call.
Release 2.0 Service Pack 1
April 2011