Expert Documentation

etween 1 and 8. The same level of priority can be assigned to several groups. In this case,
searches for available agents for waiting calls are conducted using the criteria of maximum
queue time only.
10.3.2.4.9 Forced Status
The Forced status parameter allows to define the status of the group regardless of the status
of the open/closed parameters of the time slot. Select the status from the drop-down menu.
The available choices are:
- Closed: forces the group to be closed (for example, in the evening before the normal
closing time).
- Open: forces the group to stay open (for example, in the evening after the normal closing
time).
- Automatic: allows the system to return to the criteria defined in the time slot.
Remark:
switching from one status to another is never automatic; a command to return to normal mode must
be sent in order to re-examine the normal open and closed parameters again.
Forcing to open or closed status is indicated on the Supervisor screens by the letter M for
Manual. The group statuses are:
10.3.2.5 Types Tab
- OPEN M : group forced open
- CLOSED M : group forced closed
- OPEN : group open (in accordance with time slot or contact)
- CLOSED : group closed (in accordance with time slot or contact)
Use the Types tab to define the types of calls received by agents by assigning a heading and
code for calls being processed with the Agent Assistant.
1. Click the Types tab. The following screen appears:
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