ACD Select Agent

This ACD tool assigns a telephone or chat interaction to an available agent in the workgroup containing the queue item. The agent selected is the agent with the highest agent score.

Before you begin configuring CIC's ACD, be sure to read the  CIC ACD Processing Technical Reference located in the PureConnect Documentation Library.

Inputs

Call Identifier

The identifier of telephone or chat interaction to assign to an agent.

Outputs

Agent for Assignment

An agent who can accept the queue item. This is the most appropriate agent as determined by the agent score or interaction score.

Exit Paths

Success

The Success exit path is taken if the queue item (call or chat session) could be assigned to an agent.

No Available Agents

This path is taken if there are no agents available to take the interaction.

Already Assigned

This path is taken if the queue item is already assigned to an agent.

Failure

The Failure exit path is taken if the queue identifier is not valid.