Installation guide

Setting up overflow agents 2-43
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
Setting up the overflow wait time and options
Before you can use overflow agents, you must configure the queue according to the following
steps:
To set up overflow wait time and options for a queue
1 Click the Distribution \ Agent Filtering (Overflow) tab in the Queue dialog.
2 Select the
Certain agents are only called when other agents are busy checkbox.
Note: If this checkbox is not selected, overflow tiers are ignored and all agents are treated
as primary agents.
3 Set any of the following overflow options:
•
Calls are distributed to overflow agent tiers after waiting __ seconds. This field
determines how long (in seconds) calls wait for a primary agent before being sent to
an overflow agent. B default a call must wait for 5 minutes (300 seconds) without
being answered by a primary agent before it is sent to an overflow agent.
You use the
Calls should wait... options (described below) to specify how the wait
time is applied to different overflow tiers.
Release 2.0 Service Pack 1
April 2011