Call Strategies
With VisualGroups, several call strategies are available:
For each user, a timestamp Waiting since is used to calculate the time the user is already waiting. For each VisualGroups call all users are evaluated and sorted. The call is delivered to the longest waiting user first.
The timestamp waiting since is reset differently for each strategy based on the settings described under Technical Information.
The following examples illustrate the impact of the corresponding call strategies based on four users (A,B,C and D) when all are available and no specific criteria have been defined.
At the first login of each day, the timestamp waiting since is reset.
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For all call strategies except "Parallel" no calls will be delivered while a user is in a call. Changing the Disable Secondary Call setting in SwyxIt! does not affect this behaviour. If you have disabled secondary calls and manually accept an additional call from a queue during a call, the second call will be disconnected.
 
Last modified date: 06.26.2023