Distribution Policy

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.

Preconditions

Before setting up a Distribution Policy:

the Trait and Responsibility Definition needs to be done.
Duty Profiles need to be specified to later contain these traits.
All agents need those traits defined in their assigned Duty Profiles.

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.

The "Distribution Policy" page is accessible on Settings -> Distribution -> Distribution Policy

Distribution Policy page

Distribution Example

In the shown example the call will be distributed as follows:

First: (0-5 seconds) - Within in the pool for Organization Unit "DE-Demo_DP" agents with high proficiency and skill are selected first.
Second: (5-10 seconds) - Expands the selection to a wider responsibility and less proficient users.
Third: (10 seconds open end or as defined by workflow) - any proficiency and expertise is now acceptable to take calls.

The "Distribution Policy" page contains the following settings:

Control Name	Description
Name	Distribution policy name.
Organization Unit	Select Organization Unit to which policy will be assigned.
Order	If multiple agents are selectable and available in a distribution profile, the order algorithm defines which agent will be reserved. Possible options are: Best Qualified Agent - The agent with the highest trait attribute will be selected. If multiple agents has the same level, the longest available agent will be reserved. Best Qualified Most Responsible Agent - The agent with the highest trait attribute and responsibility will be selected. If multiple agents have the same skill level, the longest available agent will be reserved. Least Qualified Agent - The agent with the least trait attribute will be selected. If multiple agents have the same level, the longest available agent will be reserved. Longest Available Agent - The agent with the longest idle time will be selected. Longest no Service Calls - The agent with longest time having no service call will be selected. Most Responsible Agent - The agent with the highest responsibility will be selected. If multiple agents have the same skill level, the longest available agent will be reserved. 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 to include preferable agent search. Please get in contact with us if you wish to use this feature.
Profiles
Profile Name	Profile name. You can add further profiles (escalation levels) by clicking "+Add"
Activation	The total amount of time in seconds the profile will remain active. The sequence number of the profiles is calculated from left to the right. The activation time of each next profile should be more than activation time of the previous profile. An appropriate validation message is displayed under the field.
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. Set "false" to avoid the profile skipping.
Trait Levels	A "Profile" uses the level(s) of the trait attributes and responsibilities selected by the sliders. The sequence number of the profiles is calculated from left to the right. Ideally the slider position of each next "Profile" should include the slider position of the previous "Profile".
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.