This view provides a text based display showing inbound ACD calls by route plan. This screen lets you watch calls progress through (up to) 4 groups and shows longest wait time and total calls for each route plan.
Note the 1st line (Builders-PwrTool) shows 2 calls in queue but only one of the two calls has rolled over to Plumbing. It also shows on the far right that there are 2 current ACD calls answered by agents routed
through route plan "Builders-PwrTool".
This view also shows how route plans facilitate skills based routing
at the group level.
