Specifications

NDA-24213 CHAPTER 8
Page 107
Issue 3.0
MIS Menu Commands
Configuration Menu
4.8 Position Assignments
Position Numbers are assigned in the ACD and determine which incoming line numbers will be ACD lines.
The Position Class specifications of “Supervisor” or “Agent” are used as a reporting convenience, but are
not differentiated by the CallCenterWorX ACD.
Under the
Configuration menu
in the
Position Assignments window,
a Position may be assigned to a
specific split or as an “any-split” position. In order to respond to dynamic load balancing demands, a
position can be reassigned to a different split in order to place an agent in a split where that agent is most
needed.
Figure 8-19 Position Assignment Window