Installation guide

Assigning skills and attributes to users 3-6
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
3 Select the skill from the Skill drop-down list. To add another skill at the system level, click
the star icon, and see the previous section, “Defining skills” on page 3-4.
4 Under
Proficiency, enter the user’s skill value (0-100).
5
Click OK.
Assigning attributes to users
You can assign users the following non-skill attributes for call routing purposes:
•
Cost. A measure of how expensive an agent is to you. For example, you may want your
most expensive agents to take fewer calls, freeing them to work on other tasks.
Alternatively, you may want your most expensive agents to take the most calls, since they
have the most expertise.
•
Custom attributes. You can define up to three custom attributes for agents and have them
affect call distribution. For example, you can define an attribute that represents “Time with
company” so that your newest agents take fewer calls, giving them space to learn the
workflow.
To assign attributes to users
1 Double-click the user in the User’s view to open the User dialog, and go to the Queue \
Attributes tab.
2 To define the user’s level in
Cost and any of the Custom attributes, enter a value (0-100).
3 Click
OK.
For the queue to route calls based on an attribute, you must configure the queue to use it in agent
scoring. See “Configuring custom agent scoring” on page 3-20.
Release 2.0 Service Pack 1
April 2011