Views:

If there is no API:
- First, it is checked if there is a group where “isIntegrated = 1”. If there is more than one, call is randomly assigned.
- Else, “isIntegrated = 1” filter is cleared and it is checked if there are any groups. If there is more than one, call is randomly assigned.

If there is API:
- Call is assigned to the first group that the agent is a member of.
- Else, call is assigned to “No group assigned”.

Related Products: Conversational Analytics 2 (Speech&Text&Agent Performance Analytics)