AltiGen MAXCS 7.0 SuperQ - Manual (Page 21)

SuperQ Manual 17
— Priority - distributes call based on priority assigned to each
workgroup; 1 is the highest priority, 9 is the lowest priority.
— Max Agent Avail - distributes call to workgroup with maximum
number of agents available (login and idle); this option disregards
priority.
— Load Balancing - distributes call to workgroup with smallest Load
Index. (Load Index = Distributed WG calls / Login agents.)
— Performance - distributes call to workgroup with highest
Performance Index, calculated from the shortest average talk time
since midnight. The workgroup with the shortest average talk time
will be the highest performing workgroup.
Note: The call with highest call priority will leave the queue first. If call
priority is the same, the call with the longest queue time will leave
the queue first. Call priority is assigned by the entry point’s server.
Queue Management
The administrator can set up queue announcements for a SuperQ.