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The practice of splitting communication into two or more routes, so that each node that processes the traffic does an equal amount of work. This term is often used to describe a method of call routing in which calls of a particular type are distributed among the appropriate Automatic Call Distributor (ACD) queues, Interactive Voice Response (IVR) ports, or agents, so that the customer will have the same expected wait time at any of the resources and the resources will be given the same workload.


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This page was last edited on November 19, 2013, at 01:11.