Vertical Communications TeleVantage 7.5 manual Algorithm Agent positions, Top down, Round robin

The following table shows how agent positions are calculated for each distribution algorithm. The descriptions apply separately to primary agents and to each tier of overflow agents.

Algorithm	Agent positions
Top down	Agents’ positions are ordered by their order in
	the queue and do not change.
Round robin	Agents’ positions are reordered according to
	which agent answered the previous queue call.
	Whenever an agent answers a queue call, the
	next agent down in the list becomes 1, the agent
	after that becomes 2, and so on. When the
	bottom of the queue is reached, the order
	continues from the top down until it meets the
	agent who answered the most recent call.

Longest idle agent Agent positions are ordered according to the

	length of time without being in an Active state.
	The agent who has gone the longest without
	being Active inbound is in position 1.
	Note that talking on non-queue calls and being
	in the On Break personal status place an agent
	in the Standby state, so that the time since the
	agent was Active continues to increase.
	Likewise, Wrap-up is not an Active state, so
	agents' wrap-up time also increases their “idle”
	time. Only receiving a queue call makes an
	agent Active and resets the agent's “idle” time.
	An agent's position is reduced by 1 whenever an
	agent with a longer time since being Active
	receives or places a queue call. The only way
	for an agent's position to increase is for the
	agent to receive a queue call.
Fewest calls	Agent positions are ordered according to which
	agent has received the fewest queue calls
	during the current display period. The agent who
	has received the fewest queue calls since the
	beginning of the shift is at position 1.
	Note that the length of time spent on a queue
	call is not significant for adjusting position, only
	the number of queue calls participated in.

C-14 USING TELEVANTAGE