Installation guide

Contents-3
Wave Contact Center Administrator Guide
Validating caller data entry - - - - - - - - - - - - - - - - - - - - - - - - - 2-71
Managing a queue’s password security - - - - - - - - - - - - - - 2-73
Managing a queue’s audio recordings - - - - - - - - - - - - - - - 2-74
Choosing the language for a queue’s phone prompts - - - - - - 2-75
Recording a voice title for a queue - - - - - - - - - - - - - - - - - - - - 2-76
Creating a Welcome prompt for a queue - - - - - - - - - - - - - - - 2-77
Creating voicemail greetings for a queue - - - - - - - - - - - - - - - 2-78
Enabling callers to leave a callback phone number - - - - - - - - 2-80
Automatically recording queue calls - - - - - - - - - - - - - - - - - 2-80
Collecting queue statistics - - - - - - - - - - - - - - - - - - - - - - - 2-83
Defining the statistics period - - - - - - - - - - - - - - - - - - - - - - - - 2-83
Defining shifts for statistics display - - - - - - - - - - - - - - - - - - - - 2-84
Directing calls to a queue - - - - - - - - - - - - - - - - - - - - - - - - 2-86
Setting up a menu choice for a queue - - - - - - - - - - - - - - - - - 2-86
Managing custom data variables - - - - - - - - - - - - - - - - - - - 2-88
Creating a custom data variable - - - - - - - - - - - - - - - - - - - - - 2-89
Deleting a queue - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 2-90
Chapter 3 Using Skills-Based and Custom Routing
About skills-based and custom routing - - - - - - - - - - - - - - - - 3-2
Do I need to use skills-based or custom routing? - - - - - - - - - - 3-2
Overview of skills-based routing - - - - - - - - - - - - - - - - - - - - 3-3
How skills-based routing works - - - - - - - - - - - - - - - - - - - - - - - 3-3
Setting up skills-based routing - - - - - - - - - - - - - - - - - - - - - - - - 3-3
Tools to prepare for and analyze skills-based routing - - - - - - - 3-4
Defining skills - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3-4
Assigning skills and attributes to users - - - - - - - - - - - - - - - - 3-5
The skill value scale - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3-5
Assigning skills to a user - - - - - - - - - - - - - - - - - - - - - - - - - - - - 3-5
Assigning attributes to users - - - - - - - - - - - - - - - - - - - - - - - - - 3-6
Adding skill requirements to calls - - - - - - - - - - - - - - - - - - - 3-7
Selecting and weighting relevant skills for a queue - - - - - - - 3-8
Setting up skills-based routing for a queue - - - - - - - - - - - - - 3-9
Configuring skills-based routing for a queue - - - - - - - - - - - - - 3-10
Release 2.0 Service Pack 1
April 2011