AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 289)

Queue Management – Basic
MaxCS 7.5 Administration Manual 273
This field is used to calculate the score of each call in a workgroup’s queue. Depending on the call’s assigned
priority and the skill of the agent that is available, the score will determine which workgroup’s call gets
answered first. The call with the highest score is answered first. Use the up/down arrows to increase or
decrease the weight values for Priority and Skill values.
The first box is the weight for agent skill in a workgroup. The second box is the weight for priority of a queued
call. The score is calculated as (10 – skill level) x weight for agent skill + (10 – queued call priority) x weight for
call priority. When determining which call should be dispatched to an idle agent who is assigned to multiple
workgroups, the system will consider the following factors:
• Caller's priority
• Agent's skill level
• Caller's SKLR
• Caller's wait time in queue
Configuration Guidelines:
• Assuming an agent is assigned with different skill levels for different workgroups, and call priority is the
same for all calls, you can increase the skill weight to 9 and reduce the priority weight to 1 to better match
an agent's skill.
• Assuming each call is assigned with a priority based on certain customer attributes, and an agent's skill is
the same for all workgroups, you can increase the priority weight to 9 and lower the skill weight to 1 to
have a call with higher priority answered first.
• Assuming all calls' priority is the same and agent's skill level is the same for all workgroups, you can use
this scoring system to prioritize workgroups. For example, assign priority weight 9 to the most important
group, 5 to the second most important group, and 1 to the least important group. Calls in the group with
higher priority weight will be dispatched first.
• When there are callers with the same score in different workgroups, the queue time will be used as a tie
breaker.
• If you have variable priority settings for callers, and agents belong to multiple workgroups with different
skill levels, it is recommend that you set all calls' SKLR to 1 and set call coverage rule to "Equal or Lower
than SKLR of Incoming Call". This will eliminate the complexity of matching caller's SKLR to agent's skill
level.
Queue Management – Basic
The main differences between Basic and Advanced queue control are the following:
• You can build a layer of DTMF menu selection option in the Advanced queue control mode. A caller can
press a digit to hear different prompts or options while in queue.
• You can have select FIFO (First In First Out) or LIFO (Last In First Out) for the queue overflow.
If you don't have these particular needs, the Basic queue mode is recommended.
The Queue Management tab in Workgroup Configuration allows you to set options for queue phrases and
announcements, queue overflow routing and quit queue options. Options become enabled depending on the
Queuing Control selected – Basic, Advanced and Application Extension.