What is equal call distribution?
Traditionally NewVoiceMedia routes calls to the longest waiting agent. With skills based routing, if two agents have identical skills, the longest waiting of those agents gets the call. Equal call distribution is a type of skills based routing. With equal call distribution, NewVoiceMedia distributes calls more equally between the available agents. Two types of equal call distribution are available:
- Random. With random call distribution, NewVoiceMedia allocates the calls on a random basis to available agents.
Agent waiting longest since inbound call. NewVoiceMedia selects the agent who has been the longest without an inbound call and is available to answer a call.
Equal call distribution is ideal for outbound contact centers. In an outbound contact center, agents might perceive inbound calls as being more valuable than outbound calls. Without equal call distribution, the agents making the most outbound calls may miss out on these inbound calls; with equal call distribution, NewVoiceMedia allocates inbound calls more fairly.
We cannot guarantee full equality because equal call distribution only considers available agents—that is, the agents who are not working on a call. If an agent spends all day unavailable, then NewVoiceMedia has no opportunity to deliver them an inbound call.
For information about setting up equal call distribution, see Configuring equal call distribution.