Installation guide

Defining how calls are scored 2-37
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Giving some calls higher priority
You can give some queue calls a higher priority than other queue calls. Calls with higher priority
get a higher call score and advance to the head of the queue quicker than other calls.
To assign priority to calls, perform the following tasks:
1 Define a custom data variable to use for call priority (the “priority variable”), and set a
“priority multiple” that determines the weight priority carries in the call score. See
“Configuring a queue to use call priority” on page 2-38.
2 Identify high-priority calls when they enter the queue and assign priority appropriately
using the priority variable, as described in “Assigning priority to calls” on page 2-40.
The value of a call’s priority variable is multiplied by the priority multiple and the result is added to
the call’s score. The higher the priority multiple, the greater the effect of a high priority number. For
example, if the priority multiple is 60, each unit of priority is worth a minute, so a call with priority
5 is equal to 5 minutes of wait time. If the priority multiple is 480, each unit of priority is worth 8
minutes, so a call with priority 5 is equal to 40 minutes of wait time.
Examples
The following tables illustrate how priority changes the order in which calls are answered.
Priority Multiple = 120 (Each unit of priority = 120 seconds or 2 minutes)
Order
received
Base Wait
Time (sec.)
Priority Priority score Call score Queue order
First 900 0 0 900 Second
Second 600 0 0 600 Fourth
Third 3005600
900 Third
Fourth 60 2 240
300 Fifth
Fifth 30 10 1200
1230 First
Sixth 10 1 120 130 Sixth
Release 2.0 Service Pack 1
April 2011