Installation guide

Configuring call distribution 2-31
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
2 From the Agent scoring algorithm drop-down list, select one of the following methods. For a
description of each method, see page 2-29.
If you select any of the following methods, no further configuration is required here—go to
step 4.
•
Top down.
•
Round robin.
•
Simultaneous ring.
If you select any of the following methods, go to step 3.
•
Longest idle agent.
•
Fewest calls.
•
Least talk time.
•
Skills-based or custom routing.
3 Choose the following options under Distribution calculations are based on...
•
Time period. Choose whether to distribute calls based on totals for the current Shift or
the current
Day (since midnight). For more information about shifts, see “Collecting
queue statistics” on page 2-83.
•
Direction. Choose whether the algorithm counts Inbound only calls, or both Inbound
and Outbound
calls.
4
Click OK to save the queue as you have defined it so far or go to “Using Last Agent Routing” on
page 2-32.
Call distribution when the score is tied
When two or more agents tie for the same score (for example, with the “Fewest calls” algorithm,
three agents have 0 calls each), the call always goes to the longest idle of the tied agents.
Release 2.0 Service Pack 1
April 2011