Installation guide

Setting up overflow agents 2-41
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Setting up overflow agents
Overflow agents receive calls from a queue only if the queue’s primary agents are all busy for
a certain number of minutes. Overflow agents can be users whose main focus is another task,
but who are available to take queue calls if needed. You can set up multiple tiers of overflow
agents, so that tier 1 agents receive calls only when all primary agents are busy, tier 2 agents
receive calls only when all primary agents and tier 1 agents are busy, and so on.
Calls are distributed among each tier of overflow agents according to the queue’s distribution
algorithm. For example, if the algorithm is Top Down, the call rings the topmost ready primary
agent. If all primary agents are busy, the call rings the topmost ready tier 1 agent. If all primary
and tier 1 agents are busy, the call rings the topmost ready tier 2 agent, and so on.
Note: With the Simultaneous Ring algorithm, if the overflow wait time has been exceeded, the
phones of all primary and overflow agents ring regardless of overflow level.
Setting up overflow agents consists of the following tasks:
• Assigning an overflow tier to agents, as described in the next section.
• Setting up the overflow wait time and options for the queue, as described on page 2-43.
Release 2.0 Service Pack 1
April 2011