User guide

General Information Guide
30
Agent Group Supports a number of
different agent groups, to
handle incoming ACD
traffic. An Agent Group
consists of a logical
grouping of agents
trained to support a
particular line of
business.
• Ensures each call gets
to the best available
resource to meet the
caller’s needs
• Shortens training time
and creates career
path opportunities
Yes
• Supports up to
50 agent
groups
Yes
• Supports up to
64 agent
groups
Agent Group
Presence
Permits an agent to join
or leave an agent group
instantly without logging
in or out.
• Enables agents and
supervisors to quickly
change the mix of
groups the agents are
present/absent in
No Yes
Call Flow If multiple agents are
free when an ACD call is
presented to a group, the
system sends the call to
the longest idle agent.
• Spreads the workload
evenly among agents
Yes Yes
Service Level • Defines a standard
time to answer calls,
which becomes the
criteria for measuring
queue performance
• The service level is
programmable with
the range of 0
seconds to 54
minutes.
• Defines service levels
(e.g., percentage of
calls answered within
a certain time period)
• Tracks service offered
against service levels
Yes No
Overflow • Supports up to three
overflow groups per
queue to provide
backup resources to
the primary answer
group
• Calls that overflow
maintain their position
in queue at the prime
agent group and all
overflow groups.
• Agent group overflow
timers determine how
long a call waits
before overflowing.
• Minimizes call queuing
time by defining
backup resources for
the primary agent
groups
• This ensures that the
call is answered as
quickly as possible,
reducing network
costs and caller
frustration.
Yes Yes
Table 5 Core ACD Features and Benefits (continued)
Feature Description Benefit
SX-200/
SX-200 ICP
3300 ICP
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