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CHAPTER 2 NDA-24282
Page 16
Revision 1.0
GENERAL INFORMATION
• Split
The unit of division of an ACD group according to functions. Each split is composed of a queue to hold
incoming calls temporarily, agent positions to answer the incoming calls, and a group supervisory position.
• Queue
The queue is the area in which calls incoming to the ACD in the IMX System wait for handling. Each split
has multiple queues.
When all of the agent positions of a queue are busy, the calls assigned to that queue will wait. As agent
positions become idle, the calls are distributed to the agent positions according to first-in, first-out condition.
However, since queues are assigned different priority levels, the calls in higher-priority queues are
distributed before the calls in lower-priority queues.
•Overflow
An ACD call waiting in a queue of a split that cannot be connected to an agent position assigned to the queue
(overflow origination) once a predetermined period of time had elapsed, the call is sent to the queue of
another split (overflow destination) where it can wait for an agent position to become idle in both queues.
This allows the ACD call to be answered by the first available agent.
• Overflow Threshold
The period of time between the origination of an ACD call and its overflow.
• Inflow Threshold
Specific value defined by number of waiting calls in the overflow destination.
• ACD Agent Position
All agent positions belong to any ACD group and an ACD call is originated/picked up from the agent
position. Also, when Client/Server MIS system is used, ACD agent positions may have the client MIS.
• Group Supervisory Position
The position assigned the agent position supervisory functions, such as monitoring of agent positions and
assistance of agent positions, as well as the functions of an agent position. It may be equipped with the MIS
Terminal (DTE) which can display the status of the ACD subsystem.
• Agent
The operator using an agent position to handle calls via the ACD system. Every agent can be assigned an
ID code to logon to the CallCenterWorX-Enterprise (ACD) system. For the purpose of effective use, the
agent can use to connect the client MIS.
• Group Supervisor
This is the manager who uses a supervisory position to assist agent positions, monitor them, supervise their
status using the MIS terminal, and change the system configuration of an ACD group. Every supervisor can
be assigned an ID code.
• MIS Terminal (DTE)
This is the MIS Data Terminal Equipment used to display the ACD status and/or change the system config-
uration.