Date: Tue, 7 Dec 2021 09:52:44 +0000 (UTC) Message-ID: <1109926709.25.1638870764436@6beabfe28991> Subject: Exported From Confluence MIME-Version: 1.0 Content-Type: multipart/related; boundary="----=_Part_24_282168629.1638870764436" ------=_Part_24_282168629.1638870764436 Content-Type: text/html; charset=UTF-8 Content-Transfer-Encoding: quoted-printable Content-Location: file:///C:/exported.html Strategies - Telephony

# Strategies - Telephony

=20
=20
=20
=20

There are 7 call distribution strategies in uContact, which are:

• ringall

• leastrecent

• fewestcalls

• random

• rrmemory

• linear

• wrandom

These types of strategies are determined by the agent's status at the ti= me the call is delivered.

=20
=20
=20
=20
=20
=20

### ringall

Take available agents into account

=20
=20
=20
=20

This strategy will ring all available agents until one answers the call.=

=20
=20
=20
=20
=20
=20

=20
=20
=20
=20
=20
=20

### leastrecent

Take the time without call into account

=20
=20
=20
=20

With this strategy, the call will make the ring to the agent who stayed = the longest without a call since the last call.

=20
=20
=20
=20
=20
=20

=20
=20
=20
=20
=20
=20

### fewestcalls

=20
=20
=20
=20

This type of strategy allows calls to be delivered to the agent with the= fewest calls answered.

=20
=20
=20
=20
=20
=20

=20
=20
=20
=20
=20
=20

### random

Take available agents into account

=20
=20
=20
=20

You can use this strategy if you want to distribute calls randomly among= the available agents.

=20
=20
=20
=20
=20
=20

=20
=20
=20
=20
=20
=20

### linear

Take into account the agent connection order

=20
=20
=20
=20

Using this strategy, agents are placed in a row in the order of adding t= hem to the queue.

The incoming call will always search for the first in line, if it is not= available it will search for the second in line, and so on.

=20
=20
=20
=20
=20
=20

=20
=20
=20
=20
=20
=20

### rrmemory

Does not take into account the penalty

=20
=20
=20
=20

Order the agents in a row. Therefore, the interactions will be distribut= ed in order.

Once a call has been delivered to one agent, he or she will receive anot= her call the next time all other agents do so as well.

=20
=20
=20
=20
=20
=20

=20
=20
=20
=20
=20
=20

### wrandom

Take into account the penalty

=20
=20
=20
=20

As its name says, this strategy distributes calls in a balanced but rand= om way among the available agents of the campaign, those with the highest p= enalty being the last to receive them.

The agent's penalty is taken into account, the higher the penalty value,= the less chance that the agent will be delivered a call.

=20
=20
=20
=20
=20
=20

=20
=20
=20
------=_Part_24_282168629.1638870764436--