We are using IPCC Enterprise 6.0
An Administrator who left did the ICM-Hotlines configuration. One of our busy hotlines has been configured with two thresholds for the queue:
IF number of queued Calls is below the first threshold
[1st threshold: Calls in Queue < Working Agents of the Skill group]
---> Then play short prompts -> route to available agent
IF nr of queued Calls is higher than the 2nd threshold
[2nd threshold: Calls in Queue > 4 x Agents working of the Skill group]
---> Then play "...we are experiencing an overload.."-> Then end the call.
What i dont understand is the formel used to do this, in the IF statement:
<= 4* (
Can please someone explain this Formel to me? is this formel correct?