Adding a CONSIDER vector step

Last Updated : Apr 22, 2022 |

About this task

Add a series of consider vector steps to compare the expected wait time of specified skill queues and determine the best service for the call. A consider step that tests the preferred skill must be the first in the series. You can also specify priority levels of skill queues.

The series ends when you add a queue-to best or a check best step to queue the call.

Procedure

  1. On the Configuration Server web portal, go to Administration > Contact Center > Vectors.
  2. At the top-right corner of the Vectors screen, click the Add icon.

    The Configuration Server displays the vector configuration fields.

  3. On the top half of the screen, configure the required fields.
  4. On the bottom half of the screen, in the drop-down box on the left of the row, select consider.
  5. In the next drop-down box, select skill.
  6. In skill, select the required skill.
  7. In pri, select the priority level of the skill queue.
  8. In adjust-by, select one of the following:

    • Required adjustment percentage

    • Variable with the configured value in the range from 0 through 100

    The adjust-by setting regulates the EWT value to simplify vector processing.

  9. Optional Configure the required vector steps.
  10. At the top-right corner of the screen, click Commit.

    The Configuration Server saves the vector configuration and redirects you to the Vectors screen.

Related information
Adding vectors