Versions Compared

Old Version 9

changes.mady.by.user Helen Griffith

Saved on

compared with

New Version 10

changes.mady.by.user Helen Griffith

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Info
titleLongest Waiting
The information in this page applies to an Automatic Call Distributor (ACD) applet with Longest Waiting behavior. 


Section


Column
width60%

In this example, ACD Group Settings contains four agent groups:

GroupOverflow (s)
Group 10
Group 20
Group 319
Group 419

The applet contains two queue announcements (Announcement 1 and 2). The announcements are 10 seconds long. Queue music plays after the announcements for 10 seconds.

Info
The timestamps in the flowchart include only the announcement and queue music durations; for information about other durations that will affect overflow settings, see the Rules section later in this page.



Column
width40%

ACD process


...

  • the length of time that the applet takes to check for agents in each available group
  • the length of the announcement
  • the duration of the queue music (Duration of music between announcement(s))
  • the length of the queue position announcement, if enabled
  • the time that the applet tries to connect a call to an available agent before trying the next agent (ACD No Answer Timeout answer timeout (seconds))
  • the time that the applet takes to fetch and load sound files—this time is difficult to predict but you should keep it in mind