ACD Join/Unjoin

X

X

X

X

ACD Login/Logout

X

X

X

X

X

Agent State Control

X

X

X

X

X

Call Handling

X

X

X

X

Escalation

X

X

X

Presence/IM

X

 X

Real Time Reporting

X

X

Enhanced Reporting

X

Queue Statistics Display

X

X

Barge-In

X

Silent Monitoring (Agent and/or Queue)

X

X

Supervisor Forced Agent State

X

X

ACD Call Prioritization

X