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