Dynamic Priority Groups
Creating or editing a dynamic priority group is performed using the menu option ACD ... Dynamic Priority Groups.
Targets
This Tab contains the targets for a dynamic priodity group, displayed as a list. Functions to create, edit and delete entries are provided.
Each entry contains the following fields:
| Field | Meaning |
|---|---|
| Name / Comments | Optionally, a name or comment can be assigned to the planned calls entry. |
| Active | Whether the entry is active or not. |
| Date | The date to which this entry applies |
| From Time | The time from which this entry applies. |
| To Time | The time to which this entry applies. |
| Planned Calls (Original) | This is the original number of planned calls, used for reference purposes. |
| Planned Calls (Actual) | This is the actual figure which the algorithm uses. This can be changed as necessary during operation. |
Groups
On the tab "Groups" the ACD groups associated with the dynamic priority group are shown. All logged in agents in these groups are considered when the KPIs for the wallboard are calculated.
Master Data
The master data tab contains name of the group and data pertaining to the static operation parameters.
| Field | Meaning |
|---|---|
| Name | The name of the dynamic priority group. |
| Active | Whether the group is active or not. |
| Override Service Number / IVR Priorities | Whether the static priority overrides the service number. |
| Static Priority Start Value | The initial value of the static priority (the value it is reset to when the reset function is executed by the supervisor). |
| Static Priority Current Value | The current value of the static priority. |
Service Numbers
The dynamic priority group a service number is associated with, is defined in the service number itself, on the routing tab.