This page was last edited on June 26, 2018, at 20:51.
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The Route Call and Route blocks allow you to select certain statistic types that can be used as routing algorithms. (For more information about statistic types, see Statistic Types on the Statistic block page.)
Selects agents within an agent group and calculates a vector based on three values:
Enables the routing engine to route interactions to the least occupied agent (the agent with the lowest occupancy rate). The occupancy rate is determined by the ratio between the time the agent has been busy since last login compared to the agent’s total login time.
Agent Occupancy enables the routing engine to evaluate multiple available agents and select the least occupied agent, which balances the workload among available agents.
This statistic is defined and calculated when the agent logs in and can be used only in statistics that are applied for an agent. This statistic cannot be used with agent groups.
Consider the following scenario:
When using Agent Occupancy, the routing engine distributes an incoming interaction to Agent 2, as he is the least occupied agent.
Provides wait-in-queue estimates for the last interaction that entered a virtual queue. This statistic has been designed for the multimedia model, but assumes agents cannot handle more than one simultaneous non-voice interaction at a time.
This statistic applies to all types of media and is calculated and refreshed internally for the last 600 seconds.
Load balancing between routing targets helps to ensure there is an equal distribution of interactions among queues, DNs, agent groups and queue groups. This statistic considers the number of calls distributed between objects, the percentage of busy agents, the expected waiting time, or other routing features.
When this statistic is defined, the routing engine automatically counts calls that are routed to different DNs and queues and adjusts the logic so there is an equal distribution of interactions across the specific DNs or queues.
This routing algorithm finds the most skilled agent among all available agents who match the skills selected in the Route Call (or Route) block.
Consider the following scenario:
The algorithm finds the agent with the highest combined skill among the selected skills. Therefore, if both agents are available, the algorithm selects Agent A as the most skilled agent.
Controls the mechanism for selecting a default target. If the target list has more than one available target, this option functions as follows:
Quickly selects a target from an agent group by applying a round-robin algorithm. The routing engine searches through a list of agents in the target object and returns the first available agent (Agent 1). For the next call, the routing engine bypasses the previously selected agent and picks the next available agent.
When the routing engine reaches the end of the list of agents, it returns to the beginning of the list.
Provides the total current time of an agent in Ready state. It is calculated based on availability - that is, there is no activity currently in progress on a particular DN and the agent has placed the DN in Ready state. Time in Ready State aggregates the total time for the state and this information can be used to build the target list.
You can use Time in Ready State to route interactions to the agent that has been waiting in Ready state for the longest time.