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Interaction Director category

Interaction Director is a CIC application that allows multi-site contact centers to become a single virtual operation. Interaction Director communicates with registered CIC server in real-time, to gather data that is relevant to queues, users, workgroups, skills, and so on. Director uses this data to make routing decisions. It balances loads by intelligently routing multimedia interactions between CIC servers.


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Enterprise Group Details

Shows service level, abandon and queue statistics about an Enterprise Group.

Interserver Routes

Shows routes on a monitored server used to place inter-server calls between CIC servers.

Related Topics

Select Enterprise Group dialog

Select Enterprise Group Statistics dialog

Interserver Routes – Select Server dialog