Contents

Criterion Definition

This page is displayed when a monitored value or other criterion is edited. It enables or disables scoring of a particular value, and manages settings that affect overall scoring when Director evaluates the value to determine whether or not it should route an interaction to the Enterprise Group.

Note: The Director tab and the associated overflow, skills, and error handling options in Workgroup Configuration appear only if Interaction Director is installed and a valid license exists.

Enable this criterion for scoring

When this option is checked, Director's scoring algorithm will evaluate this value. When scoring is disabled, a value of Not used appears in the Routing Criteria list.

Monitored Value Bias

Each monitored value has a bias, which is positive or negative. A plus indicates that higher values are more desirable from a scoring point of view. A minus indicates that lower values are more desirable.

Interactions go to the agent (in post-call) or queue (in pre-call) with the highest score. A positive (+) bias tends to increase the score; a negative (-) bias decreases the score.

Importance spin control

This control assigns a numeric value between 1 and 100 that weights the criteria's influence on the routing calculation. Assign more important criteria a higher weight. Importance works in conjunction with the bias setting to indicate whether a higher number is more desirable or less desirable--e.g. whether a higher number means you should get the call or a higher number means you shouldn't get the call. Higher weight makes a given factor affect the score more in whatever direction the bias specifies.

Click OK to save changes and close the dialog box. Click Cancel to discard changes and close the dialog box.