|How the Setting Works||Use This Setting if...||Priority||Likely Attributes of Your Business|
|Longest Available||Users who have been set to "Available" the longest get the calls first, regardless of whether they are already on an outbound call.||
• You always want the agents who have been waiting the longest to get the inbound calls.
• You want to be sure not to punish agents for making outbound calls in the meantime.
|Fairness to agents based on availability time for inbound calls.||
• Higher call volumes.
• Being fair to your agents is more important than answering speed.
Calls go to the agent who:
1) Is already connected to the Agent Leg
2) Is not already on an outbound call AND
3) Has been marked as "Available" the longest.
• You want to reward agents for making themselves available and connecting to the agent leg.
• You don't want to risk agents abandoning an outbound call to accept an incoming one.
• You don't mind slightly less incentive to make outbound calls in the name of increased answering speed for inbound calls.
|Balanced between answering speed and fair distribution of calls.||
• Higher Call Volumes.
• Inbound calls need to be answered quickly but fairly.
|Round Robin||Calls are sent to whichever agent has gone the longest without getting a call, regardless of previous availability settings.||
• You want calls distributed evenly.
• You want to be careful not to punish agents for leaving their desk for work-related activities.
• You probably have a relatively low call volume - each call really matters to agents.
|Fairness to agents based on how long it's been since they've been given a call.||
• Lower Call Volumes.
• Agents have other work-related responsibilities, but still consider inbound calls valuable.
|Group Ring||Calls are all sent to all agents at the same time. Whoever accepts the call first gets it.||• How many calls each agent gets is unimportant. You just want calls answered as quickly as possible.||Fast response time.||• Inbound calls are especially urgent.|