The distribution policy within either a Call or Mail Service determines how LUCS will target incoming tasks like chat, call or E-Mail. 

Distribution Preconditions

In order for a distribution policy to be effective the following requirements need to be fulfilled:

When selecting a mail service, click on 'Distribution' tab to open the service information

(info) This page looks slightly different for Call Services.

WebConfigurator - Mail Service Distribution page



The 'Distribution' tab contains the following settings:

Control Name

Description

Distribution Policy

The policy algorithm that defines the process and order of an agent selection.

(tick) Precondition: The distribution policy needs to be configured via -> Settings ->  Distribution section  ->Distribution Policy page.

Priority

Manage the priority of tasks for this service. High priority tasks are added in front of the queue.

(info) "Strict priority" tasks are always top priority and added in front.

Forward Enabled

Allows an agent to forward emails.

  • If enabled, the 'Forward' button appears in the Mail Manager client.
  • If disabled, the 'Forward' button is hidden in the Mail Manager client.

Blocking

  • Enabled: Agents are not selectable for calls while working on email task.
  • Disabled: Agent can answer service calls while working on email tasks.

Can Initiate on IM

Allows an Agent to initiate a Mail on behalf of the Service via SfB Client.

(tick) Precondition: Only enabled when Mailbox is configured on "General" tab

(lightbulb) 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

  • Enable this to have an email forwarded to another service mailbox and treat it as if it was sent to that 2nd service. The original mail is not kept in current service inbox.
  • Disable to have the mail forwarded to another service mailbox and treat it as if it was sent to that 2nd service. No mail is kept in the current service inbox.

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.

(info) 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.

(tick)Preconditions: Option requires enabled 'Last Agent Routing' option enabled. (see above)

After Call Work (ACW)

Defines the period of the after call work (ACW). 

(lightbulb)  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. 

(info)  Agents see this value in their Agent Assistant when Ending a Service Call - After Call Work.

RONA

Duration (in seconds) when an agent has to accept the email toast.

(info)  If the set time is exceeded, the agent becomes not selectable and his state changes to RONA.

Traits

Depending on selected service’s traits only the group of agents with corresponding knowledge and responsibilities will get the service calls.

(tick)  Precondition:  The traits must be pre-defined under -> Settings -> Distribution section -> Traits page.