Installation guide

Defining how calls are scored 2-38
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Note: Redirection overrides caller priority. If the queue is currently redirecting callers based on
the criteria you defined (see “Configuring a queue to redirect calls” on page 2-49), then calls are
redirected no matter how high their priority would have been.
Configuring a queue to use call priority
To configure a queue for call priority, you must specify the custom data variable to use for
priority (or create a new one) and specify the priority multiple.
Priority Multiple = 500 (Each unit of priority = 500 seconds or 8 minutes 20 seconds
Order
received
Base Wait
Time (sec.)
Priority Priority score Call score Queue order
First 900 0 0 900 Fourth
Second 600 0 0 600 Fifth
Third 300 5 2500
2800 Second
Fourth 60 2 1000
1060 Third
Fifth 30 10 5000
5030 First
Sixth 10 1 500 510 Sixth
Release 2.0 Service Pack 1
April 2011