Levels of data groups

Last Updated : Apr 29, 2015 |
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The data groups available are placed in a tree view structure. There can be up to three levels of data, the last level containing the individual data groups. From this tree view structure, you will select an individual data group for the section you want to define.
This section includes the following topics:

First level

The first level is the highest classification level of data. For example, the highest classification levels of data for a real-time table are Agent, Split/Skills (multiple), Trunk Group, VDN (single), VDNs (multiple), and Vectors.

Second level

The second level is a breakdown of the first classification level of data. For example, the second level of data for the Split/Skills (multiple) category are Multi-ACD, Top Agent Skills Information, Expected Wait Time at each priority, Number of Agents in AUX Work States, Performance, Type of Agents Staffed, and No Pre-selection. Individual data groups are also contained under this level of data.

Third level

The third level is a breakdown of the second classification levels of data. For example, the third level of data for the Split/Skills (multiple) Top Agent Skills Information category is Top Agents Staffed and No Pre-selection. If there are three levels of data, the individual data groups will be listed under the third level.