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Glossary |
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LDQ (Longest Delay In Queue). - The longest time a caller waited in queue prior to being handled. Represents the worst case during the measurement period. Longest delay to abandon measures the worst case for a caller who was not handled Load Balancing. - The process of balancing contacts between multiple sites, queues, or agent groups. Look Ahead Routing/Queuing. - The capability of a system to "look ahead" to evaluate the availability/condition of a trunk group or agent group before routing or overflowing a contact there. |
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