Call distribution

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Call distribution

General

 

Call distribution method is used by the system to decide to which operator the chat call should go.

 

We offer the following call distribution methods:

 

To All Operators - Visitor calls will be passed to all online operators simultaneously. The chat will be handled by the operator who accepts the call first, all other operators won't be able to accept the call then.

Random - Visitor calls will be passed to any randomly selected operator.

Load Balanced Random - Visitor calls will be passed to the less loaded randomly selected operator. E.g. if operator A has 1 chat, operator B has 1 chat and operator C has 3 chats, the call will be passed to operator A or B but not to C.

Round-Robin - Visitor calls will be passed to the next operator, selected in a round-robin order. When operator appears online, he/she becomes the first operator in the round-robin queue. E.g. if operator A logged in first, then operator C and then operator B, the first call will go to operator B, the second to operator C and the third to operator A.

Load Balanced Round-Robin - Visitor calls will be passed to the next less loaded operator, selected in a round-robin order. This method works as the previous one but the operator with the least number of chats will be preferred by the system.

 

Customizing call distribution

 

You can change the call distribution method in your account Control Panel, Account Settings / Call Distribution page.

 

Live Chat call distribution

Call Distribution page

 

To change the call distribution method used in your account, please choose the needed method on the Call Distribution page and press "Save" button.

 

Note! There is no possibility to setup call distribution method per department or to create some custom call distribution rule.