Call Distribution Policy

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:

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.

WebConfigurator - Call 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. 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. "Strict priority" tasks are always top priority and added in front. The prioritization is divided into the following categories: Strict Priority: Calls are always placed in front of low-priority calls in the queue 7 priority levels: Prioritization in the queue is calculated according to the Weighted Round Robin method (→ see example below) Nothing Else: Calls are only transferred if no other customer is waiting in the queue 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: 12 calls with priority 1 6 calls with priority 2 3 calls with priority 3 Round Robin Call Distribution Example Remark: The example assumes that no new calls are added while the calls are being processed.
Direction Type	Set to: ‘Inbound’ to make the service work only with incoming calls. ‘Outbound’ to make the service work only with outgoing calls. ‘Inbound/Outbound’ to make the service work with both incoming and outgoing calls. Callback Dependency For "Callback" functionality ('Conversation As / 'Call As' calls) to work, your Service Direction Type must be set to either "Outbound" or "Inbound/Outbound". → Doing so enables the Outbound / Callback Task Configuration tab.
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).
Agents Handle Simultaneous External Tasks	Defines if the service supports multi external tasks or not. This works in conjunction with an Agent’s setting ‘Number Of Simultaneous External Tasks’ (WebConfigurator -> Agents page -> Agent details (General Information).
Max Concurrent Outbound Sessions	Specify the max. number of outbound sessions.
Auto Accept Outbound Calls	Set to : ‘true’, to make outbound call be accepted automatically after agent accepts the IM. ‘false’, if you want the agent to start the call by himself after he accepts the IM. Precondition: For auto accepting of outbound calls, the Agent Assistant application must be running on the agent’s machine.
Impersonate	You may choose between 3 options: No Impersonation: no impersonation will be done - (default) Caller: displays the call as coming from the original caller, shows the name of the service in the subject. Transferer: displays the call as coming from the original service. 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).
Impersonate Incoming Service on Transfer	Precondition: Requires at least 2 internal services A and B, each with Agents having Agent Assistant installed and Extended Toast (LUCIE) enabled in the Agent Assistant Configuration. This checkbox must be enabled on the SOURCE service A in order to work in a virtual transfer. Also see Call Activites → "Silent (Virtual) Transfer" When enabled on the source (service A), the following scenario applies: Service A takes the call and a blind / virtual transfer to Service B is performed. Agent 1 from Service B will see Service B impersonated in both SfB / MS Teams and (if configured) his AA Extended Toast (LUCIE) and take the call, then transfers to Agent 2. Agent 2 will see Service A impersonation and take the call.
DisplayName in Subject (nopstn)	Set to: ‘true’ to make the agent see the name of the customer during the conversation. ‘false’ to make the agent see the sip address of the customer during the conversation. 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.
Traits section
Traits	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)
KPI Module	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: On Ring: shows an extended toast module when a call tries to reach an agent. On Accepted: shows an extended toast module during call after the agent answered.
Callback Module	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: On Ring: shows an extended toast module when a call tries to reach an agent. On Accepted: shows an extended toast module during the call after the agent answered.
Parameter Module	The Parameter module contains the list of parameters configured for the current Service. Depending on the selected option(s) the Parameter Module is visible: On Ring: shows an extended toast module when a call tries to reach an agent On Accepted: shows an extended toast module during the call after the agent answered.