Installation guide

Contents-4
Wave Contact Center Administrator Guide
Defining how skills are used in routing calls to queues - - - - - - 3-12
Redirecting calls when no agents have matching skills - - - - - 3-15
Viewing an agent’s skills within a queue - - - - - - - - - - - - - - 3-16
Reducing wait time for calls with skill requirement matches 3-17
Using custom agent scoring - - - - - - - - - - - - - - - - - - - - - - 3-18
Configuring custom agent scoring - - - - - - - - - - - - - - - - - - - - 3-20
The agent scoring formula - - - - - - - - - - - - - - - - - - - - - - - - - 3-21
Viewing agent and call scoring decisions - - - - - - - - - - - - - - - 3-22
Chapter 4 Using Contacts and Call Rules with a Queue
About using contacts and call rules with a queue - - - - - - - - 4-1
Benefits of using contacts with a queue - - - - - - - - - - - - - - - - - 4-2
Benefits of applying call rules to queue calls - - - - - - - - - - - - - - 4-2
Setting up a utility user for a queue - - - - - - - - - - - - - - - - - - 4-2
Creating the utility user - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 4-3
Creating the utility user’s routing list - - - - - - - - - - - - - - - - - - - - 4-7
Creating queue contacts - - - - - - - - - - - - - - - - - - - - - - - - - - 4-9
Setting up call rules for a queue - - - - - - - - - - - - - - - - - - - - 4-9
Chapter 5 Working as an Agent in a Contact Center Queue
Starting and ending your shift, and taking breaks - - - - - - - - 5-1
Starting your shift - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-2
Ending your shift - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-2
Taking a break - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-3
What Contact Center agents need to know - - - - - - - - - - - - 5-3
Agents, call forwarding and routing lists - - - - - - - - - - - - - - - - - 5-3
Working at different phones - - - - - - - - - - - - - - - - - - - - - - - - - 5-4
Signing in and out of a queue - - - - - - - - - - - - - - - - - - - - - - 5-5
Receiving and handling queue calls - - - - - - - - - - - - - - - - - - 5-6
Viewing your position in the queue - - - - - - - - - - - - - - - - - - - - - 5-6
Being monitored or coached by a supervisor - - - - - - - - - - - - - 5-7
Using the Call Monitor tabs - - - - - - - - - - - - - - - - - - - - - - - - - - 5-8
Wrap-up time - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-9
Viewing queue activity - - - - - - - - - - - - - - - - - - - - - - - - - - - - - 5-9
Release 2.0 Service Pack 1
April 2011