A
PPENDIX
C. S
UPERVISING
A
C
ALL
C
ENTER
Q
UEUE
C-15
Note:
The distribution algorithms Longest idle, Fewest calls, Least talk time count inbound
queue calls only.
Enabling and disabling the Distribution Order column
You can enable or disable the Distribution Order column in the Agents pane of the Queue
Monitor. Disabling the column can speed up system performance.
To enable or disable the Distribution Order column
1.
In the Administrator, choose
Tools > System Settings
. The System Settings dialog
box opens.
2.
Choose the Queue tab.
3.
Check or uncheck
Update Agent Distribution Order column in Queue Monitor
.
4.
Click
OK
.
Least talk time
Agent positions are ordered according to which
agent has spent the least time on inbound
queue calls during the current display period.
The agent who has spent the least time on
inbound queue calls since the beginning of the
shift is at position 1.
Note that only calls from a queue count as talk
time in that queue. An agent working in two
queues will have a different talk time in each.
Simultaneous ring
Agents have no position, as each call rings all
agents’ phones simultaneously.
Algorithm
Agent positions
Summary of Contents for Strata CS
Page 1: ...User Guide for Viewpoint February 2006 ...
Page 18: ......
Page 19: ...Getting Started ...
Page 20: ......
Page 28: ......
Page 32: ......
Page 33: ...Using the Telephone ...
Page 34: ......
Page 42: ......
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Page 82: ......
Page 86: ......
Page 87: ...Using ViewPoint ...
Page 88: ......
Page 162: ......
Page 178: ......
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Page 211: ...Advanced Strata CS Features ...
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Page 287: ...Appendices ...
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