Installation guide

Defining how calls are scored 2-40
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Assigning priority to calls
You assign priority to an incoming call by assigning a value to the custom data variable that you
selected in the previous procedure. You can assign value to the variable using any of the
following methods:
•
With an auto attendant. Callers receive priority based on the phone number that they dial
or menu choice they select. You could have a special phone number that you give out to
your premier customers that gives them a high priority when they call that number.
You can also use the Call Classifier as part of auto attendant configuration to benefit
Contact Centers in many ways. For example, you can automatically assign priority to calls
based on issue number, Caller ID, or caller identification against your company database.
For more information about the Call Classifier, see Chapter 26 in the Wave Global
Administrator Guide.
•
With queue data entry. The queue can assign priority directly from a number that the
caller enters (for example, you could give out customer numbers that range from 1 to 10
and have the queue prompt callers to enter them). See “Setting up caller data entry” on
page 2-67 for more information.
Increasing a call’s score for skill matches
If you are using skill-based routing, you can increase a call’s score based on the available
agents’ appropriate skills. See “Reducing wait time for calls with skill requirement matches” on
page 3-17.
Release 2.0 Service Pack 1
April 2011