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How the ACD engine distribute calls

How the ACD engine distribute calls

How the ACD engine distribute calls

Just started using IPOCC, I am trying to understand how the embedded ACD engine works, I don't need Skill BR but just understand if the distribution mechanism could be set. The Agent Grup setting page does not allow me to change it

RE: How the ACD engine distribute calls

If you don't use Skill-Based routing it will route based on highest priority and longest idle.
It can also be affected by using Last Agent or Personal Contact in the Task Flow.

"Trying is the first step to failure..." - Homer

RE: How the ACD engine distribute calls

Thank you Janni

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