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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 Plans 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 monitor groups. For information on groups, see Monitoring a group.
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