Cisco Cisco WebEx Meeting Center WBS30 Ratgeber Für Administratoren
Chapter 13: Manage WebACD
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WebACD provides the final "Else" statement, which applies to all agents
assigned to the queue.
assigned to the queue.
Use Allocation Rules
Allocation rules automatically distribute customer requests into specified
queues. The queues specified for reception of these requests are called
"subqueues."
queues. The queues specified for reception of these requests are called
"subqueues."
You can use the fields on the Rules tab for routing customer requests to
particular subqueues.
particular subqueues.
1
Select Manage Site > Site Settings.
2
In the Site Settings for drop-down list, select WebACD.
3
If you want to create a new queue from the scratch, click Create to open
the Create New Queue screen.
the Create New Queue screen.
4
If you want to edit an existing queue, click the link for the queue you want
to update under the Name of Queue column.
to update under the Name of Queue column.
5
Click the Rules tab.
6
Click Create New Allocation Rule or click Edit to edit the existing
allocation rule.
allocation rule.
7
Optional. Select the check box under Reallocation Preference if you want
requests to one subqueue to be reallocated to another subqueue if the
original subqueue is unavailable.
requests to one subqueue to be reallocated to another subqueue if the
original subqueue is unavailable.
8
Optional. Enter a number in minutes that a request can linger in a
subqueue without being attended to before being reallocated to another
subqueue.
subqueue without being attended to before being reallocated to another
subqueue.
9
Specify the allocation of requests to available queues:
You can allocate all (100%) of requests to one queue or allocate all
requests over a number of queues, for example, 30% to one queue,
30% to a second queue, and 40% to a third queue.
requests over a number of queues, for example, 30% to one queue,
30% to a second queue, and 40% to a third queue.
The Total allocation must add up to no more or less than 100%