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 need to have their mailbox configured and match the traits specified in the distribution profile.
When selecting a mail service, click on 'Distribution' tab to open the service information
This page looks slightly different for Call 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.
Allows an agent to forward emails.
Can Initiate on IM
Allows an Agent to initiate a Mail on behalf of the Service via SfB Client.
Precondition: Only enabled when Mailbox is configured on "General" tab
With this option enabled, an agent can also initiate a mail via Agent Assistant 'Mail As' functionality.
Forwarding to Mail Service Enabled
Mail Manager Feature
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
Enable to route a repeated call from the same caller to an agent who answered the first call
Last Agent Routing Lookup Limit
Defines the period (in hours) for an agent to make keep him as 'last agent'. If the set time is exceeded, the agent will not be treated as "Last Agent" anymore.
Preconditions: Option requires enabled 'Last Agent Routing' option enabled. (see above)
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.
Duration (in seconds) when an agent has to accept the email toast.
If the set time is exceeded, the agent becomes not selectable and his state changes to RONA.
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.