Installation guide

Configuring call distribution 2-33
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
To enable Last Agent Routing:
1 Click the Distribution \ Last Agent Routing tab in the Queue dialog.
2 Check
Enable Last Agent Routing.
3 Choose any of the following Last Agent Routing options:
•
Interrupt if last caller calls back during wrap-up. If checked, the queue interrupts an
agent’s wrap-up period only if the caller he or she is wrapping up calls back.
• Wait __ seconds for last agent if agent is busy. This checkbox determines what
happens if the last agent is signed in but unavailable (for example, on another call)
when the caller calls back. If unchecked, the call is immediately routed according to
the queue’s distribution algorithm as selected in “Specifying how queue calls are
distributed to agents” on page 2-29.
If checked, the caller waits for the number of seconds you enter. If the agent becomes
available during that time, the call is routed is routed to the agent. If the wait times
expires without the agent becoming available, the call is then routed according to the
queue’s normal distribution algorithm.
4
Click OK.
Release 2.0 Service Pack 1
April 2011