The 'Distribution Policy' page allows you to create Distribution Policies which define how a task is distributed to your agents. A policy exists of at least one 'Distribution Profile'. A Profile defines how to define a pool of agents to route the call to, based the Trait and Responsibility Definition which is applied when assigning Agent Traits and Duty Profiles.
A distribution policy can consist of multiple profiles, acting as layers of escalation to gradually change the pooling criteria of incoming calls. During each step, the "Order" field is used to define how to select the next agent in the pool at any given time.
It is recommended to configure several profiles for a 'Distribution Policy', so you can target every call eventually and reduce the likelihood of lost calls.
Distribution Policies are applied in the service settings > Distribution.
The 'Distribution Policy' page is accessible on Settings -> Distribution -> Distribution Policy
In the shown example the call will be distributed as follows:
- Level 1: (0-10 seconds) in the pool for the target service Organization Unit agents with high proficiency and skill are selected first. Agents up to "Senior" level are selected first.
- Level 2: (11-19 seconds) expands the selection to non-native speakers and agents of all skill levels.
- Level 3: (20 seconds open end or as defined by workflow) any proficiency and expertise.
Before setting up a Distribution Policy, the Traits need to to be defined in the Trait and Responsibility Definition and agents need those traits defined in their Duty Profiles.
The 'Distribution Policy' page contains the following settings:
Distribution policy name.
Select Organization Unit to which policy will be assigned.
If multiple agents are selectable and available in a distribution profile, the order algorithm defines which agent will be reserved. Possible options are:
Note that you can also define a weight to your traits, allowing to value certain attributes higher
Preferred Agent Backoff Timeout
Time period during which the system is searching a preferred agent.
Preconditions: This feature requires a proper database and workflow configuration.
You can add further profiles (escalation levels) by clicking '+Add'
The total amount of time in seconds the profile will remain active.
Skip if no one signed in
Set 'true' to skip the profile if no agent of the profile is signed in to SfB. The conversation will be distributed among the agents of the next profile. 'Level Aggregated' for this and the next profile are set to the same value. In this case the system takes into account both profiles while calculating 'Flowout' value.
A 'Profile' uses the level(s) of the trait attributes and responsibilities selected by the sliders.
Level and Level Aggregated
The level corresponds to the sequence number of the profiles and is calculated from left to the right. If a profile is skippable and no one is signed in, the aggregated level of the next profile is decreased by one.
These "escalation" levels will be stored in reporting for further analysis.