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Using Companion Applications
IPedge UG 06/11 TOSHIBA 179
ACD Group
Status
This section allows you to setup how ACD viewer changes ACD group status
based on activity conditions. Different colors represent the different status
conditions of (how busy is) each ACD group. Yellow and Red represent warning
and urgent status levels respectively and can be specifically configured to decide
when those levels should be reached.
Urgent Status (Red) This is the highest level status of a queue and should typically be reached when
the load or conditions in the ACD queue indicates a problem that needs attention.
You can select up to two conditions so that whenever either of these conditions
are met the ACD Group Status button will turn Red. In addition to these two
conditions, this status will automatically be reached whenever the queue is
enabled but there are NO agents available. Available conditions are:
Calls Waiting > ’x’ calls
Longest Waiting Call > ’x’ Secs
Waiting Calls / Agent > ’x’ %
Warning Status
(Yellow)
This is the 2nd highest level status of a queue and should typically be reached
when the load in the ACD queue is approaching a problem level. You can select
up to two conditions so that whenever either of these conditions are met the ACD
Group Status button will turn Yellow. The available conditions are:
Calls Waiting > ’x’ calls
Longest Waiting Call > ’x’ Secs
Waiting Calls / Agent > ’x’ %