Installation guide

Defining how calls are scored 2-36
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
You can increase a call’s score using the following methods:
• Basing a call’s score on the length of time that the call has spent in queue or time in the
Wave system. See page 2-36
• Giving some calls higher priority. See page 2-37.
• Increasing a call’s score for skill matches. See page 2-40.
Basing a call’s score on time in queue or time in system
You can choose whether a call’s score is based on the length of time (in seconds) it has spent in
that queue or in the Wave system as a whole. If based on time in queue, then a call transferred
between queues starts waiting in the new queue with a score of 0. You may want to base call
score on time in system if calls are often moved from queue to queue, or are returned to the
queue after talking to an agent or leaving voicemail.
To base a call’s score on time in queue or time in system
1 Click the Distribution \ Call Scoring tab in the Queue dialog.
2 Click
Time in this queue, in seconds or Time in the system, in seconds.
Release 2.0 Service Pack 1
April 2011