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Call centre call distribution policies
Information for administrators
When you set up a call centre, you set up a list of agents to answer calls. You also assign a call distribution policy to the call centre, which determines how incoming calls are distributed among the agents.
The regular and circular distribution policies use the order of the agents in the list when calculating how to distribute calls.
Types of call distribution policy
The call distribution policy defines what happens when the call centre receives a call that doesn't have to be queued or when a call reaches the front of the queue. You can choose from the following options:
|
Policy |
Rules applied |
|---|---|
|
Linear |
The system tries to transfer the caller to the first agent in the list. If the first agent cannot take the call, the system works sequentially through the list of agents to find an agent who can take the call. |
|
Umlaufend |
The system attempts to transfer the call to the agent who is listed after the last agent to accept a call. If this agent can't take the call, the system works sequentially through the list of agents. |
|
Parallel |
The system simultaneously rings all available agents. The call is connected to the phone answered first. |
|
Am längsten frei |
The system tries to transfer the call to the agent who has gone longest without receiving a call. |
|
Priorisiert |
The system shares out calls according to a weighting system that you define. The weighting system specifies the percentage of incoming calls that each agent should receive. |
