Advanced Call Router Route Rules
10
Advanced Call Router Manual
Note:
If no match is found between the Call Route Request Data and the
routing rules, the call is routed according to the business rules that
check monitored workgroups for the longest available agent,
maximum service level, and minimum expected delay.
Show Workgroup Status
To view real-time data on incoming trunks to workgroup, select
View >
Show Workgroup Status
.
•
The main window box displays the following workgroup fields:
ID
,
Agents
,
Longest
Idle
Time
,
Service
Level
,
Queue
,
Average
Delay
and
Default Wait Time
.
•
Add
button—Click
Add
to log on to a workgroup whose incoming
trunk call data you want to monitor. This opens a Log On Work Group
dialog box.
