Installation guide

Reducing wait time for calls with skill requirement matches 3-17
Chapter 3: Using Skills-Based and Custom Routing
Wave Contact Center Administrator Guide
Reducing wait time for calls with skill requirement matches
By default, calls are routed to agents in the order received, regardless of skill requirements. In
fact, calls with skill requirements may wait longer, since they are waiting on a smaller pool of
agents who have the required skills. You can counterbalance this by sending a call ahead in the
queue when an appropriately skilled agent for that call becomes available. In essence, you are
giving calls higher priority when their skill requirements are met by an available agent.
For example, your queue uses the skills Spanish, Japan Travel, and China Travel. Only one
agent has all three skills, so that by default a call requiring all three skills would have to wait in
the queue for that one agent, while in the meantime the agent might be taking calls that could
be handled by other agents. If you reduce wait time based on skill, then as soon as the matching
agent became available, the call would jump ahead in the queue, increasing the efficiency of
your queue.
To reduce wait time for calls with skill requirement matches
1 Click the Distribution \ Call Scoring tab in the Queue dialog.
Release 2.0 Service Pack 1
April 2011