Installation guide
Defining how calls are scored 2-35
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
2 Check If an agent does not answer, set that agent to On Break.
3 In
After how many unanswered calls, enter the number of consecutive unanswered queue
calls that must occur for Wave to automatically place an agent in the On Break personal
status.
4
Click OK to save the queue as you have defined it so far or go to the next section, “Defining how
calls are scored.”
You can keep track of how often the queue automatically puts agents into On Break status, using
the Queue Monitor statistics Away, No Answer, and Forced Break. See “The Agents pane” on
page 6-4.
Note: Supervisors can also manually place agents in the On Break personal status or in any
other personal status. See “Changing an agent’s personal status” on page 6-24.
See Chapter 3 in the Wave ViewPoint User Guide for more information about using personal
statuses.
Defining how calls are scored
When several calls are waiting in the queue, the queue scores each call to determine the order
in which they will be sent to agents. The call with the highest score is the next one sent when an
agent becomes available.
By default, a call’s score is the number of seconds it has been waiting in the queue. The call with
the highest score is the one that has been waiting the longest and will be the next one sent to an
agent. However, you can manipulate call scoring to give certain calls a higher score, bumping
them closer to the front of the queue so that they will be answered sooner.
Choosing by how much to increase a call’s score
A call’s score is based on its wait time in seconds, so it’s helpful to think in terms of seconds
when deciding by how much to increase a call’s score. For example, if you want a high-priority
call to jump ahead of a call that has been waiting for a minute, you would want to add 60 to its
score. To have it jump ahead of a call that has been waiting 5 minutes, you would want to add
300.
Release 2.0 Service Pack 1
April 2011