This topic provides the procedure for displaying the contents of an ACD group.
Viewing the contents of an ACD group can be done through either the Call Center Administration or Dictionary subsystems. Only those CMS users who have read permission for the Call Center Administration subsystem can use the following procedure. CMS users who only work with synonyms or running reports should use the procedure in Viewing ACD group information in the Dictionary.
Before you begin
Before doing this procedure, you should ensure that you have read and understood the considerations for administering ACD groups.
From the Controller window, navigate to CommandsCall Center Administration.
STEP RESULT:
CMS Supervisor displays the Call Center Administration window.
In the Operations list, select ACD Groups.
Click OK.
STEP RESULT:
CMS Supervisor displays the Call Center Administration ACD Groups window.
In the ACD Group Name field, enter the name of the ACD group you want to view.
If the ACD group name is valid, its numeric ID is displayed in the ACD Group Number field and 1 matches found is displayed in the status bar.
Select ActionsGet contents.
STEP RESULT:
Supervisor displays the Call Center Admin ACD Groups Get contents dialog.
In the ACD drop-down list box, select (none).
ADDITIONAL INFORMATION:
Note:
If you do not select the(none) item, only the selected item in the ACD list will be displayed in the resulting dialog if it is a member of the specified ACD group. If it is not a member of the ACD group, the resulting dialog will be blank.
From the menu bar, select ActionsList all.
STEP RESULT:
Supervisor displays the Call Center Admin ACD Groups Get Contents List All dialog showing all ACDs that are members of this ACD group.
