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Excerpt

The QSP applet works in two different modes:

  • Age Per Minute
  • Absolute Priority

The mode depends on the behavior type of the Automatic Call Distributor (ACD) applet in the QSP applet's interaction plan. If Behavior Type is Longest Waiting, the applet works in Age Per Minute mode. If Behavior Type is Skills Based, the applet works in Absolute Priority mode.

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FieldOptionsDescription
Set Queue PriorityHighest, Higher, Normal, Lower, Lowest

The priority of calls that are routed through this applet.

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titleIn Age Per Minute mode...

Select Highest to set the queue priority value to 0.9.
Select Higher to set the queue priority value to 0.75.
Select Normal to set the queue priority value to 0.5.
Select Lower to set the queue priority value to 025.
Select Lowest to set the queue priority value to 0.1.

The applet performs the following calculation:

(Age Per Minute*) x (actual age of call) x (queue priority value)

ContactWorld assigns the call with the highest result first.

*The value of Age Per Minute is set in the ACD applet.


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titleIn Absolute Priority mode...

ContactWorld assigns the call with the highest priority first.


Next AppletList of available appletsThe applet that the call is routed to next.

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