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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 time the call is delivered.
ringall
| Info |
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Take available agents into account |
This Call strategy will ring which rings all available agents until one answers the incoming call is answered by anyone of them.
leastrecent
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Take the time without call into account |
With this strategy, Call strategy that rings or delivers the call will make the ring to the agent who stayed the longest without a call since the last callthat was least recently hung up within the queue.
fewestcalls
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Take answered calls into account |
This type of strategy allows calls to be delivered to the agent Call strategy that rings or delivers the call to the agents with the fewest completed calls answered.
random
| Info |
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Take available agents into account |
You can use this strategy if you want to distribute calls randomly among the available agentsCall strategy that rings a random agent.
linear
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Take into account the agent connection order |
Using this Call strategy , will place agents are placed in a row in the order of adding them that were added to the campaign (queue.
The incoming call ). Call strategy will always search for the first agent in line, and if it is not available, it will search look for the second in line, and so on.
rrmemory
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Does not take into account the penalty |
Order the agents in a row. Therefore, the interactions will be distributed in order.
Once a call has been delivered to one agent, he or she will receive another call the next time all other agents do so as wellCall strategy (round robin) that remembers which agent answered the last incoming call and starts with the next agent in the round robin.
wrandom
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Take into account the penalty |
As its name says, this strategy Call strategy that distributes calls in a balanced but random way among the available agents of the campaign, those with the highest penalty being the last to receive them.
The agent's penalty is taken into accountconsidered, the higher the penalty value, the less chance that the agent will be delivered a call.