ACD Select Interaction

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

Inputs

Agent Name

The name of the agent to which the call is assigned. If the agent name is not a scoped queue name (such as "User:Name"), it is assumed to correspond to a user queue.

Outputs

Call Identifier

The identifier for the telephone or chat interaction being assigned.

Workgroup Queue Name

The identifier for the workgroup queue on which this call is being processed.

Exit Paths

Success

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

Failure

The Failure exit path is taken if the queue identifier is not valid or if the call could not be assigned.