Limits on simultaneous requests when configuring routing
Posted: Sat Feb 22, 2025 4:08 am
Routing of requests as a way to manage the load on contact center operators
To optimize the load on operators, you can use the routing settings in your personal account. With its help, you can set:
limits on simultaneous calls to the operator;
request distribution algorithm;
selection of priority channels.
Setting limits allows you to india mobile phone numbers database control the number of requests processed by the operator at the same time. When the limit is exhausted, requests are queued according to the specified conditions. If the limit is not filled, the operator has free slots to process requests.
If limits are not set, the situation may develop as follows:
If operators are offline, requests are queued. Without limits, the first employee to go online will receive all the requests that have accumulated. This can lead to uneven workloads on operators.
If operators are online but limits are not set, requests will be received even by employees with a large number of active dialogues. Clients will have to wait a long time for a response.
Algorithm for distributing requests when setting up routing
The algorithm determines how new requests will be distributed among employees when the limit is reached.
There are two types of request distribution algorithms: uniform and random.
With uniform distribution, requests are distributed equally among all employees, and the system takes into account the workload of each employee. This method is suitable for large CCs, support services and sales departments, since it prevents a large number of requests from accumulating in the queue.
Random distribution means that requests are distributed among all available employees without regard to the current workload. Use this method if the workload on employees is low.
To optimize the load on operators, you can use the routing settings in your personal account. With its help, you can set:
limits on simultaneous calls to the operator;
request distribution algorithm;
selection of priority channels.
Setting limits allows you to india mobile phone numbers database control the number of requests processed by the operator at the same time. When the limit is exhausted, requests are queued according to the specified conditions. If the limit is not filled, the operator has free slots to process requests.
If limits are not set, the situation may develop as follows:
If operators are offline, requests are queued. Without limits, the first employee to go online will receive all the requests that have accumulated. This can lead to uneven workloads on operators.
If operators are online but limits are not set, requests will be received even by employees with a large number of active dialogues. Clients will have to wait a long time for a response.
Algorithm for distributing requests when setting up routing
The algorithm determines how new requests will be distributed among employees when the limit is reached.
There are two types of request distribution algorithms: uniform and random.
With uniform distribution, requests are distributed equally among all employees, and the system takes into account the workload of each employee. This method is suitable for large CCs, support services and sales departments, since it prevents a large number of requests from accumulating in the queue.
Random distribution means that requests are distributed among all available employees without regard to the current workload. Use this method if the workload on employees is low.