ACD Specify Interaction Category

This ACD tool assigns a call to a category. Categories allow you to create subsets within workgroups. If an agent belongs to a category and call or chat session is assigned to that category, then only agents who are members of that category will receive that call. For example, if a call is assigned to category A, then that call (either inbound or outbound) is assigned to an agent in category A. Agents are assigned to categories with the ACD Agent Category tool.

Categories are less persistent than ACD skills because they are held in memory on the ACD Server. When you restart CIC, all category information is removed. You can remove an agent from a category by executing this tool with the ACD Agent to Category option clear. The ACD Agent Logout tool removes an agent from all categories. The Interaction Dialer application assigns agents to categories without using this tool.

Inputs

Call Identifier

The call to be assigned to a category.

Category Name

The name of the category. If the category does not exist, it is created.

Agents must be in this category

If this option is selected, one or more agents must be in the category before the call can be assigned to that category. If this option is not selected, it removes the call from the specified category.

Exit Paths

Next

This tool will always take the Next exit path.