Installation guide

Setting up overflow agents 2-44
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
• If no agents in the current tier are signed in and available then immediately offer calls
to the next tier.
If checked, the queue bypasses the overflow wait time if no primary
agents are signed in and available, and calls are sent immediately to overflow agents.
Note that in this case, a primary agent in On Break status is considered to be
available. For the bypass to occur, primary agents must all be either signed out or
signed in with a personal status other Available, Available (Queue Only), or On
Break.
The bypass also occurs between overflow tiers. For example, if all primary and tier 1
agents are signed out, calls are immediately sent to tier 2 agents. If all primary, tier 1,
and tier 2 agents are signed out, calls are immediately sent to tier 3 agents.
If this checkbox is not selected, the wait time will be used in all cases, even when a
tier is signed out. For example, in the changeover between shifts there might be a
moment when all primary agents are signed out, but you might still want calls to wait
rather than ringing overflow agent phones.
•
Calls should wait... This choice determines whether the overflow wait time is applied
once, or applied differently for each overflow tier. Choose one of the following:
•
Calls should wait a fixed amount of time for any available agent. Select this option
to apply the overflow wait time only once. If no primary agents answer during the
wait time, the call is sent to the lowest-tier ready overflow agent, regardless of
what tier that might be. For example, if all tier 1 agents are On Break when the
overflow wait time expires, the call is sent to a tier 2 agent.
•
Calls should wait longer for agents with higher skill values. Select this option to
have calls wait longer before being sent to higher overflow tiers. With this option
selected, the wait time is multiplied by the tier level to determine how long a call
must wait before being sent to that tier. For example, if the wait time is 5 minutes,
a call must wait 5 minutes before being sent to tier 1, 10 minutes before being sent
to tier 2, 15 minutes before being sent to tier 3, and so on.
Note: By changing the overflow tier value, you can increase the wait time for a tier,
allowing you to fine-tune when an overflow tier will be pulled into queue activity.
For example, if you define three overflow tiers with tier values of 1, 2, and 3, then
the wait times for the tiers would be 5 minutes, 10 minutes, and 15 minutes. If you
define three overflow tiers with tier values of 1, 3, and 10, then the wait times for
the tiers would be 5 minutes, 15 minutes, and 50 minutes.
4 Click
OK.
Release 2.0 Service Pack 1
April 2011