Installation guide

Defining how calls are scored 2-39
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
To configure a queue to use call priority
1 Click the Distribution \ Call Scoring tab in the Queue dialog.
1 Select the
Certain calls have a higher priority than other calls checkbox.
2 Under
Priority is stored in custom variable, specify the queue’s priority variable by doing
one of the following:
• Select an existing custom data variable from the drop-down list.
• Click to create a new custom data variable. For instructions see “Creating a
custom data variable” on page 2-89.
The custom variable that you specify must be a variable of
Data Type Long and must have
a
Default value of 0.
3 In
For each unit of the variable’s value add __ to the call’s score, enter the priority
multiple. This number is multiplied by the value of a call’s priority variable to determine by
how much the call’s score is increased.
4
Click OK to save the queue as you have defined it so far or go to the next section, “Assigning
priority to calls.”
Release 2.0 Service Pack 1
April 2011