In an ACD environment

mak_1983. · ‎03-23-2007

In an ACD environment, ICM generates a label targetting the Skill Group rather than the specific Agent. And ACD takes the routing decision to which agent the call should be routed.

Then, why does a PG updates the status of Agents to ICM in this scenario ?

lpezj · ‎03-23-2007

This update is neccesary to generate statistics as expeting wait time, answer times, state changes (login, logout, ready, not ready).

This is necessary to update Central Controller statistics and the real time state of the full CallCenter.

Hope this helps,

Juan Luis