Installation guide

Configuring call distribution 2-34
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Last Agent Routing and Expected Wait Time
With Last Agent Routing enabled, the queue’s Expected Wait Time prompt will often be
inaccurate (see “Configuring expected wait time” on page 2-45). A caller who is waiting for a
last agent will jump to the “head of the queue” if that agent becomes available, making other
callers wait longer than advertised by the prompt. For that reason, queues with Last Agent
Routing enabled should avoid using the Expected Wait Time prompt.
Placing agents on break if they do not answer calls
You can have Wave automatically place agents in the On Break personal status if they fail to
answer one or more consecutive queue calls. Placing a missing agent On Break ensures that the
queue does not send calls to that agent and provides the caller with a smoother waiting
experience. This feature is a safeguard against agents leaving their phones and forgetting to
place themselves in the On Break personal status.
To automatically place missing agents on break
1 Click the Agents tab in the Queue dialog.
Release 2.0 Service Pack 1
April 2011