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In Real Time you deal mainly with graphical representations of agents, groups, and queues.

Insert excerpt_ExcerptUserAdminAgentsAndGroups_ExcerptUserAdminAgentsAndGroupsnopaneltrueAn agent is a VCC Admin Portal user who receives and makes calls using the agent interface (either ContactPad or ContactHub). In Real Time you can create, edit, inactivate, and monitor agents. For information on agents, see Creating an agent, Editing an agent, Inactivating an agent, and Monitoring an agent.

A group is a collection of agents. Calls are routed to groups of agents as configured in the Automatic Call Distributor (ACD) and Universal Contact Distributor (UCD) applets in Interaction Architect. For information about ACD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. Real Time keeps track of the states of agents within the groups and can therefore direct calls to available agents. In Real Time you can create, edit, and monitor groups. For information on groups, see Creating a group, Editing a group, and Monitoring a group.

A Real Time queue provides a supervisor with information about call activity in an ACD or UCD queue. You configure the ACD or UCD queue in an ACD or UCD applet. For information about ACD applets, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. In Real Time you can set thresholds for the queue so that you can track the performance of your agents and groups within your SLA. For information on setting thresholds for and monitoring your queue, see Editing queue thresholds and Monitoring a queue.

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