Altigen MAXCS 7.0 SuperQ Manual do Utilizador descarregar pdf (Página 21)

SuperQ Manual 17

— Priority - distributes call based on priority assigned to each

workgroup; 1 is the highest priority, 9 is the lowest priority.

— Max Ag

ent Avail - distributes call to workgroup with maximum

number of agents available (login and idle); this option disregards

priority.

— Load Ba

lancing - distributes call to workgroup with smallest Load

Index. (Load Index = Distributed WG calls / Login agents.)

— Performance

- distributes call to workgroup with highest

Performance Index, calculated from the shortest average talk time

since midnight. The workgroup with the shortest average talk time

will be the highest performing workgroup.

Note: Th

e call with highest call priority will leave the queue first. If call

priority is the same, the call with the longest queue time will leave

the queue first. Call priority is assigned by the entry point’s server.

Queue Management

The administrator can set up queue announcements for a SuperQ.

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