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Advanced Call Router
Advanced Call Router Manual 11
Note: If no match is found between the Call Route Request Data and the
routing rules, the call is routed according to the business rules that
check monitored workgroups for the longest available agent,
maximum service level, and minimum expected delay.
Show Workgroup Status
To view real-time data on incoming trunks to workgroup, select View >
Show Workgroup Status.
• The main window box displays the following workgroup fields: ID,
Agents, Longest Idle Time, Service Level, Queue, Average Delay
and Default Wait Time.
• Add button—Click Add to log on to a workgroup whose incoming
trunk call data you want to monitor. This opens a Log On Work Group
dialog box.