Installation guide

Setting up overflow agents 2-42
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Assigning an overflow tier to agents
To assign an overflow tier to agents
1 First, add the overflow agents to the queue the same way that you add normal agents (see
“Adding agents to a queue” on page 2-19).
2 On the Agents tab in the Queue dialog, click the
Overflow tier value for the agent, and then
enter the agent’s tier level.
Note: Tier 0 identifies a primary agent. You do not have to number overflow tier levels
sequentially—only the order is important. For example, you could have overflow tier levels 1,
5, 6, and 10. See the Note on page 2-44 for more about how you can use overflow tier values to
control when calls are sent to overflow tiers.
Release 2.0 Service Pack 1
April 2011