Page Comparison

Control in what order Agent's phones are rung,  when one or more calls are queued.

Fewest Calls

The Agent which has taken the fewest calls since log in is given the call. Becareful choosing this option if you Agents login at significantly different times of the day. An Agent that logs in after all other agents have taken 30 calls will recieve the next 30 calls.

If the Agent who has taken the fewest calls is currently on a call then the next agent with the fewest calls will be given the call.

Least Recent (Recommended)

This is most affective method for large teams. It deliveres the call to the agent who has had the longest break since taken a call. Agents percieve this method as being the fairest distribution of labour.

Random

Randomly selects an available agent to take the call.

Ring All (Recommended for small teams)

Every Available Agent is rang simultaneously.

Round Robin

For each call try each Agent in turn until one of the Agents answers. For each new call the Agents will be tried in the same order.

Round Robin tends to end up with a few agents taking most of the calls.

Round Robin with Memory

The same as Round Robin except that on subsequent calls the system remembers the last agent it tried and starts the sequence from the next agent. This provides a better distribution of call than Round Robin.