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NDA-24282 (E) CHAPTER 5
Page 285
Revision 1.0
QUEUING - ACD
Q-1A QUEUING - ACD
GENERAL DESCRIPTION
There are two queues for every split. One queue contains a prioritized list of callers waiting to be connected to
agents and the other queue contains a list of agents waiting to be connected to callers starting with the agent who
has been ready the longest. A queue will be empty when there are no waiting callers or no waiting agents.
If agents are available to handle a call, the agent queue contains a list of the agents, starting with the highest
priority (preference level) agent who has been waiting the longest period of time for a call, and ending with the
lowest priority agent who has been waiting the shortest period of time for a call. Refer to Call Distribution to
Agents - ACD [C-35A] and Multi-Split Agent - ACD [M-90A] for related information.
If callers are waiting to be connected to agents, the call queue contains a list of the calls, starting with the highest
priority calls which have been waiting the longest period of time to be connected to an agent, and ending with
the lowest priority calls which have been waiting the shortest period of time to be connected to an agent.
Callers may be suspended in queue while conducting certain voice transactions with IVR equipment. At this
time it is possible to have a (suspended) caller in the call queue while at the same time have available agents in
the agent queue.
There are two distinct ways to present a call to a split. Each way provides a different algorithm for connecting
the call to an agent or placing the call in queue.
1. Standard queuing:
Standard queuing always connects a call with an available agent or queues the call when an agent is not
available. Calls are queued according to their priority. The only limit to standard queuing is the split’s max-
imum depth. Upon finding the queue full, alternate routing may be invoked, if alternate routing has been
programmed. Please refer to the If not Queued, Goto or Busy instruction, under Call Control Vector - ACD
[C-108A], for additional information.
A split’s maximum queue depth may be specified in one of two ways:
• As an absolute number. This count defines the maximum number of callers who may wait in queue for
the split.
• As a percentage of the number of working agents. This percentage is specified in 5% increments from
5% to 1000%. Working agents are those agents in the Work Mode or on an ACD call. When the queue
depth is specified as a percentage of working agents the depth will change up and down as agents logon,
take breaks and logoff. There may be occasions when there are more calls in queue than the queue depth
might appear to permit. No new calls may queue until the current depth is reduced below the current
maximum allowed.
If the percentage is set to 150% and there are 18 agents working then the queue depth for that moment
will be set at 27.