Advanced Call Router Route Rules
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
•The main window box displays the following workgroup fields: ID, Agents, Longest Idle Time, Service Level, Queue, Average Delay and Default Wait Time.
•Add
