The distribution policy within either a Call or Mail Service determines how LUCS will target incoming tasks like chat, call or E-Mail.
In order for a distribution policy to be effective the following requirements need to be fulfilled:
- The Trait and Responsibility Definition has to be done beforehand
- Duty Profiles have to be defined to specific these traits for each individual Agent
- Agents need the Traits and Duty Profiles defined, including their responsibility level per Profile / Trait if needed
- The system needs Agents to be selectable for the targeted Service, meaning that Agents of the Services Organization Units are online and set to "available" in their SfB presence. They also must have an active duty profile set (either themselves by using Agent Assistant or by their Supervisor using the LUCS Front end).
When selecting a call service, click on its 'Distribution' tab to open the service information
This page looks slightly different for Mail Services.
The 'Distribution' tab contains the following settings:
The policy algorithm that defines the process and order of an agent selection.
Precondition: The distribution policy needs to be configured via -> Settings -> Distribution section -> Distribution Policy page.
Manage the priority of tasks for this service. High priority tasks are added in front of the queue.
"Strict priority" tasks are always top priority and added in front.
The prioritization is divided into the following categories:
Weighted Round Robin Example:The Round Robin procedure distributes the calls in such a way that the ratio between the individual priority levels is always 2:1. The example assumes a configuration with 3 priority levels. There are 21 calls in the queue, with the following priority:
Round Robin Call Distribution Example
Remark: The example assumes that no new calls are added while the calls are being processed.
Agents Handle Simultaneous IM
Defines if the service supports multi chats or not.
This works in conjunction with an Agent’s setting ‘Number Of Simultaneous IM’ (WebConfigurator -> Agents page -> Agent details (General Information).
Max Concurrent Outbound Sessions
Specify the max. number of outbound sessions.
Auto Accept Outbound Calls
Set to :
Precondition: For auto accepting of outbound calls, the Agent Assistant application must be running on the agent’s machine.
You may choose between 3 options:
The impersonate option works in conjunction with transfer activities and should be configured for the second service (the one on which the original call is transferred to).
DisplayName in Subject (nopstn)
For customer calls via phone, the phone number is displayed.
By default, the option is disabled.
SLA Threshold / SLA Time
Allows you to set the upper threshold % value for calculating monitoring statistics created by a Service Level Agreements (SLAs) operation.
A time defines which will be counted from starting of the call queue time. A call is considered within SLA if an agent accepts it within the set time.
Service level agreements (SLAs) allow tracking whether or not a certain level of service is provided. This is also relevant to Historic Reporting as an evaluated metric.
Last Agent Routing
Allows to route a repeated call from the same caller to an agent who answered the first call. (Preferred Agent)
Last Agent Routing Lookup Limit
Defines the period (in hours) for an agent to make him be a ‘preferred agent’. If the set time is exceeded, the agent will not be selected (as preferred/last responded agent).
Precondition: Requires ‘Last Agent Routing‘ option to be enabled.
After Call Work (ACW)
Defines the period of the after call work (ACW).
After call work appears after the agent ends a call. During this time the agent is not selectable for incoming tasks, so this value shouldn't be dimensioned too small or high.
Agents see this value in their Agent Assistant when Ending a Service Call - After Call Work.
Maximum Extended ACW
Agents may choose to extend their ACW after ending a Service Call.
You can use this value to set an additional extension "grace period" for Agents, e.g. to address call-related entries in an CRM or Ticket system.
After the specified duration the system automatically disables time extension option to ACW.
Depending on selected service’s traits only the group of agents with corresponding knowledge and responsibilities will get the service calls.
Precondition: The traits must be pre-defined under -> Settings -> Distribution section -> Traits page.
Extended Toast Configuration section (set of modules which can be shown on Agent Assistant toast pop-up)
The KPI Module contains the statistic of total number of calls (inbound/outbound) from the customer to the current Service.
Depending on the selected option(s) the KPI Module is visible:
The Callback Module contains the information about existing callback calls from the customer to the current Service.
Depending on selected option(s) the Callback Module is visible:
The Parameter module contains the list of parameters configured for the current Service.
Depending on the selected option(s) the Parameter Module is visible: