Routing and traffic management for business processes

Author: TeamJodo 259 views

Campaign Routing and traffic handling (ACD) gives the detailed information of all the activities of ACD.
It helps to monitor the overall performance of the processes as it shows the information like total calls disconnected in IVR, total calls offered, total calls answered etc.

FieldDescription
Data Display TemplateData Display Template allows us to select the data display template from the drop down
ProcessProcess drop down allows to select the process for which the Process ACD details needs to be viewed. Process ACD shows information according to the data display template. Information saved in the process ACD is Process Name, Organization Name, Queue Name, Total logged in agents, Inbound logged in agents, outbound logged in agents, total calls connected in IVR, total calls offered, total calls waiting in ACD queue, total calls answered total calls held, transferred etc.