Installation guide

Configuring call distribution 2-30
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
• Least talk time. The ready agent who has spent the least amount of time on calls from this
queue since beginning the agent’s work shift receives the next call. This agent may be
someone other than the agent who has handled the fewest calls.
•
Simultaneous ring. All agents’ phones ring at the same time. The agent who answers first
takes the call. This feature is especially useful for small offices or departments.
•
Skills-based or custom routing. This option lets you construct your own distribution
algorithm, using agent skills and other attributes. It is more complex to set up, but can be more
flexible. See 3 for more about how to define skills and setting up skills-based routing for a
queue
.
Note: No matter what method you specify, calls are distributed only to agents who are both
signed in and ready. (See “When agents receive queue calls” on page 2-2 and “Starting your
shift” on page 5-2.)
To specify how queue calls are distributed to agents
1 Click the Distribution \ Agent Scoring tab in the Queue dialog.
Release 2.0 Service Pack 1
April 2011