uContact system supports four different types os strategies:
- Incall
- Nocall
- Interaction
- Múltiple
This ones are determined by the status of the Agent when delivering the interaction.
Incall: (Takes the telephony into consideration) This strategy is oriented to an agent that is not on break or on a call. When receiving a messages, the agent is automatically put on break state. During the conversation between client-agent, the agent can not receive calls or interactions.
Nocall: (Does not take into consideration the telephony) This strategy is oriented to an agent who could be on a call, that is not an impediment for a new conversation with a customer. Therefore , during the conversation between agent -client , the agent is available to receive calls.
Interaction: (Takes into consideration the interactions) The Agent can get a new interaction if there is no other interaction active, therefore, the agent can attend one interaction at a time. This strategy allows incoming calls.
Multiple: (Ringall y Ringallmultiple) This two strategies allow the Agent to choose when and which interaction they want to attend. Ringall will allow just one interaction at a time. Ringallmultiple allows the agent to get as many interaction as she / he wants. Both strategies let the agent answer an interaction even when she / he is talking.
Apart form that, uContact has two ways of delivering the interactions:
- Wrandom
- Rrmemory
Wrandom: (Takes into consideration the Agent's penalties) Between 0 and 100, if higher the penalty value, the less interaction will get. This strategy distributes the interactions in a balanced but random way among the available agents of the campaign, with those with the highest penalty being the last to receive interactions.
Rrmemory: (Does not take into consideration the Agent's penalties) Orders the Agent in a row, meaning the interactions will repeat following this order. Once the interaction was delivered to an Agent, this one will get the next one once all the available Agents get them as well.f