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CHAPTER 5 NDA-24282 (E)
Page 306
Revision 1.0
VARIABLE QUEUEING
V-10 VARIABLE QUEUEING
General Description
This feature allows the ACD caller to be queued to a split, depending on the number of working agents at the
time that the ACD call is presented to the split.
Operating Procedure
Variable queueing is programmed by splits in the ACDSPL command in ACDMAT.
Service Conditions
Variable queueing is activated by a percentage of working agents (a working agent is logged on and not in Break
mode). This percentage is specified in increments of 5 percentage points up to 1000%. This percentage is
programmed in ACDSPL at maximum queue depth.
Example:
Maximum Queue Depth = 150%
There are four working agents.
The number of calls that will be allowed to queue to the split = 6.
1.50 (or 150% max queue depth)
x 4 (working agents)
6 calls allowed to queue