Higher priority requests move faster through their queue than lower priority requests. Any number of priorities may be defined. Your Agents are Everywhere Agents log in to the ACD Server to begin an Agent session. The ACD Server validates the login against the agent database and records the agent's IP address for easy tracking. Therefore, the physical location of an agent is not a significant factor.
Agents are location-independent.
Any Agent Group can be linked to any number of Queues, and any Queue can be served by any number of Groups. The ACD Server is capable of distributing messages as well as calls, routing them through the same mechanisms of Queue, Skills, and Priority. The ACD Server displays a collection of real-time statistics about each Queue and each Agent Group. The ACD Server automatically creates a detailed, event-oriented database for calls and agent state changes. Standard reports are included, and the schema is open for use with any reporting tool.