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NDA-24282 (E) CHAPTER 5
Page 295
Revision 1.0
SPLIT SELECTION - ACD
S-98A SPLIT SELECTION - ACD
GENERAL DESCRIPTION
Split selection is determined by the position in use and the logon ID in use. A logon ID indicates whether the
agent can service a single split (single-split mode) or a maximum of 16 splits concurrently (multi-split mode).
A logon ID can access a maximum of 16 specified splits or any split. A position can access a single specified
split or any split.
When an agent logs on, a validation procedure compares the split assignment of the position with the split
assignment and the split mode of the logon ID. The three factors (position split assignment, logon ID split
assignment, logon ID split mode) determine the split(s) that the agent works in and that are displayed during the
logon process. Please refer to Multi-Split Agent - ACD [M-90A] for additional information.
OPERATING PROCEDURE
Split selections are performed automatically by the ACD system when an agent logs on.
SERVICE CONDITIONS
1. One combination of a position’s split assignment and a logon ID is not allowed. One combination of a split
mode and a split assignment, within the same logon ID, is not allowed. Both combinations are denied
because the determination of the appropriate split(s) would be an ineffective use of ACD system resources
and agent’s time. The two combinations which are not permitted are:
a. A logon ID which allows any split, in combination with a position which allows any split;
b. A logon ID which indicates multi-split mode and allows any split.
2. Changes to the position’s split assignment and/or the logon ID, entered at the ACD MAT or the ACD MIS
terminal, will take effect immediately when the agent logs on.
3. Split assignments for positions and logon IDs are accomplished through ACD assignments.
PROGRAMMING
None