Traditionally NewVoiceMedia routes calls to Vonage Contact Center routes interactions to the longest waiting agent. With skills based routing, if two agents have identical skills, the longest waiting of those agents gets the callinteraction. Equal call distribution is a type of skills based routing.
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With equal call distribution, NewVoiceMedia distributes calls Vonage Contact Center distributes interactions more equally between the available agents.
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| 'Available' agents are those who are ready to answer calls—that interactions—that is, in a Ready state. An agent who is in any other state is 'unavailable'. |
Equal call distribution is ideal for outbound contact centers. In an outbound contact center, agents might perceive inbound calls interactions as being more valuable than outbound calls. Without equal call distribution, the agents making the most outbound calls may miss out on these inbound callsinteractions; with equal call distribution, NewVoiceMedia Vonage Contact Center allocates inbound calls interactions more fairly.
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We cannot guarantee full equality because equal call distribution only considers available agents—that is, the agents who are not working on a callan interaction. If an agent spends all day unavailable—for example, on outbound calls—NewVoiceMedia calls—Vonage Contact Center has no opportunity to deliver them an inbound callinteraction. |
If equal call distribution is enabled for your account, the following call distribution methods are available:
- Agent waiting longest since any interaction. This method is the default method of call distribution and works the same as if equal call distribution is not enabled for your account. If two agents have identical skills, the longest waiting of those agents gets the call. If you don't want to use equal call distribution, use this method.
Agent waiting longest since last inbound call. NewVoiceMedia Time since answering last inbound call (descending). Vonage Contact Center selects the agent who has been the longest without an inbound call interaction and is available to answer a call. If enabled for your account, Vonage Contact Center disregards personal interactions in the calculation.
Note The time since an agent's last inbound call interaction is never reset. So, when an agent logs in, their last inbound time interaction from when they were last logged in applies. If an agent logs out for a significant period of time—for example, if the agent goes on holiday—NewVoiceMedia holiday—Vonage Contact Center is quite likely to route the next inbound call interaction to them when they next log in as their last inbound call interaction will be longest ago.
When you create a new agent, the time since the agent's last inbound call interaction is set to the time of agent creation. As a result, the agent will have to wait until all other agents have received an inbound call interaction before NewVoiceMedia Vonage Contact Center routes an inbound interaction to them.
Time since handling last interaction or changing presence (descending). This method is the default method of call
to them.Randomdistribution and works the same as if equal call distribution is not enabled for your account. If two agents have identical skills, the agent who handled an interaction or changed their presence longest ago, gets the interaction. If you don't want to use equal call distribution, use this method.
Note In this context:
- The agent finishes 'handing an interaction' when the conversation between the agent and customer ends.
- An agent 'changes their presence' when they:
- Log in to VCC
- Go into a Ready state from any other presence state. Any other presence changes are not included.
Time since handling last interaction (descending). If two agents have identical skills, the agent who handled an interaction the longest ago, gets the interaction.
Note In this context, the agent finishes 'handing an interaction' when the conversation between the agent and customer ends.
- Random Agent. With random call distribution, NewVoiceMedia Vonage Contact Center allocates the calls interactions on a random basis to available agents.
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