Types of agent call distribution in Vertical TeleVantage call center queues

Vertical TeleVantage call queues offer different algorithms to determine call distribution. The queue setup screen allows the choice of how calls will be distributed on a per queue basis. The type of call distribution to choose depends on the business process, each unique situation should determine the type of distribution for the queue.

Top Down – Calls are distributed to an ordered list of agents. The list is walked from top to bottom until an active agent is found. If there is no one available, the algorithm starts over again at the top, until the maximum ring time is reached.

Round Robin – The list is walked in order, starting with a different agent each time. The first agent for the next call is the one in the list who is after the handler of the last call.

Longest Idle – The agent who is idle the longest gets the next call. Agents should remain ready at all times to ensure fair distribution.

Fewest calls – The call center agent with the fewest total calls gets the next call. Short average call times lead to fair distribution.

Least Talk Time – The call center agent with the least talk time gets the next call. Again, short average call times is essential for fair overall distribution.

Simultaneous Ring – All agents’ phones ring at the same time, the first to answer gets the call. This is good for a workgroup scenario, but can also be used for a full call center queue.

Skills Based Routing – Takes agent skill settings into account when routing the call. Skills based routing requires additional setup, and may be appropriate for larger call centers where different products or languages are directed to certain groups of agents. Smaller call centers may find this to be overkill.

Last Agent Routing – New in Vertical TeleVantage version 7.5, this option routes a caller to the agent who had last handled a call from that caller ID. This works only if the agent is signed in and available.