Installation guide

Configuring a queue to redirect calls 2-50
Chapter 2: Creating a Contact Center Queue
Wave Contact Center Administrator Guide
To define redirect options when a queue is too busy
1 Click the Redirection \ Queue Too Busy tab in the Queue dialog.
2 Select the
Redirect callers if queue is too busy checkbox.
Note: If this checkbox is not selected, all incoming calls enter the queue regardless of how
busy the queue is.
3 To define the “too busy” threshold at which the queue begins to redirect new calls, choose
any combination of the following options. New calls are redirected if any of the specified
thresholds are met.
•
If the number of waiting callers would exceed __. Check this option to redirect new
calls if they would cause the number of calls in the queue to exceed the number you
enter. Calls in the queue include those connected with agents as well as those waiting.
•
If the expected wait time is more than __ seconds. Check this option to redirect calls
when the expected wait time meets or exceeds the number of seconds you enter. For
information on how the expected wait time is calculated and how to improve its
accuracy, see “Configuring expected wait time” on page 2-45.
Release 2.0 Service Pack 1
April 2011