For each inbound queue you can choose a Strategy. This article describes what the different strategies mean.
The strategies are queue specific and the the system does not take into account when agents received a call from another queue.
Ringall
The system will send the incoming call to all available agents in the queue and the customer will be connected to the agent who answers first.
Round Robin Memory
The system will send the incoming call to one agent at a time for a set amount of seconds. When timeout is reached the call will be sent to the next agent. The agent who answers the call will be last in line for the next incoming call.
Least Recent
The system will send the incoming call to the agent who least recently answered a call from this queue.
Fewest calls
The system will send the incoming call to the agent with the fewest answered calls in the queue.
Random
The system will send the incoming call in a random order to the agents. If the agent does not answer within the set amount of time for Timeout the call will be sent to another agent randomly.
Linear
The system will send the incoming call to agents in the order that they are added under Staff - Agents, starting from the top to the bottom. For every incoming call it will start from the top.
Weight Random
The system will send the incoming call in a random order to agents but takes into account the Penalty set on each agent when added to the queue.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article