Installation guide

Contents-2
Wave Contact Center Administrator Guide
Changing wrap-up time and permission defaults - - - - - - - - - - 2-16
Adding agents to a queue - - - - - - - - - - - - - - - - - - - - - - - - - - 2-19
Changing the order of agents - - - - - - - - - - - - - - - - - - - - - - - 2-27
Using remote agents - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-28
Using roaming agents, or hot-desking - - - - - - - - - - - - - - - - - 2-28
When you have finished defining agents - - - - - - - - - - - - - - - 2-29
Configuring call distribution - - - - - - - - - - - - - - - - - - - - - - - 2-29
Specifying how queue calls are distributed to agents - - - - - - - 2-29
Using Last Agent Routing - - - - - - - - - - - - - - - - - - - - - - - - - - 2-32
Placing agents on break if they do not answer calls - - - - - - - - 2-34
Defining how calls are scored - - - - - - - - - - - - - - - - - - - - - 2-35
Choosing by how much to increase a call’s score - - - - - - - - - 2-35
Basing a call’s score on time in queue or time in system - - - - 2-36
Giving some calls higher priority - - - - - - - - - - - - - - - - - - - - - 2-37
Increasing a call’s score for skill matches - - - - - - - - - - - - - - - 2-40
Setting up overflow agents - - - - - - - - - - - - - - - - - - - - - - - 2-41
Assigning an overflow tier to agents - - - - - - - - - - - - - - - - - - - 2-42
Setting up the overflow wait time and options - - - - - - - - - - - - 2-43
Configuring expected wait time - - - - - - - - - - - - - - - - - - - - 2-45
About the expected wait time estimate - - - - - - - - - - - - - - - - - 2-45
Expected wait time and overflow tier levels - - - - - - - - - - - - - - 2-46
Improving the expected wait time estimate - - - - - - - - - - - - - - 2-46
Correcting expected wait time inaccuracies - - - - - - - - - - - - - 2-48
Announcing expected wait time in minutes and seconds - - - - 2-49
Configuring a queue to redirect calls - - - - - - - - - - - - - - - - 2-49
Redirecting calls when a queue is too busy - - - - - - - - - - - - - 2-49
Defining a maximum wait time - - - - - - - - - - - - - - - - - - - - - - - 2-52
Redirecting calls when a queue is closed - - - - - - - - - - - - - - - 2-53
Redirecting calls when there are no matching skills - - - - - - - - 2-54
Setting up the caller's hold experience - - - - - - - - - - - - - - - 2-56
Setting up hold music - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-56
Configuring hold and park ringback - - - - - - - - - - - - - - - - - - - 2-57
Offering options while a caller is waiting on a queue - - - - - - - 2-59
Creating Hold prompts - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-60
Setting up a queue’s voice mailbox - - - - - - - - - - - - - - - - - 2-65
Setting up caller data entry - - - - - - - - - - - - - - - - - - - - - - - - - 2-67
Release 2.0 Service Pack 1
April 2011