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What criteria is used to present a call to a group of idle agents? 3

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yikes123

yikes123

Technical User
Sep 10, 2015
10
CA
If we have a group on ACD with say 5 agents idle, how does the system decide which agent gets the next incoming call? Is it random, or does it use certain criteria. Is there a place to check this in IP Office?

Thanks.
 
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It's decided in the Hunt Group settings.

"Trying is the first step to failure..." - Homer
 
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check by pressing the F1 key


Do things on the cheap & it will cost you dear
 
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