Specifications

CHAPTER 8 NDA-24213
Page 126
Issue 3.0
MIS Menu Commands
Status Screens Menu
5.1.5.2 Agent Personal Queue
Each agent has a queue for calls that are directed specifically to that agent. This
Agent Personal
Queue
:
• Is associated with the agent’s logon ID code.
• Functions in the same manner as the split’s two queues but has the highest priority.
An agent will always be assigned a call from the personal queue before taking a call from either of the
other queues. If the agent is not logged-on when a personal queue call arrives, the call is routed to an
alternate destination that is specified during CallCenterWorX ACD database programming.