Vertical Communications TeleVantage 7.5 Enabling and disabling the Distribution Order column

Algorithm Agent positions

Least talk time Agent positions are ordered according to which agent has spent the least time on inbound queue calls during the current display period. The agent who has spent the least time on inbound queue calls since the beginning of the shift is at position 1.

Note that only calls from a queue count as talk time in that queue. An agent working in two queues will have a different talk time in each.

Simultaneous ring Agents have no position, as each call rings all agents’ phones simultaneously.

Note: The distribution algorithms Longest idle, Fewest calls, Least talk time count inbound queue calls only.

Enabling and disabling the Distribution Order column

You can enable or disable the Distribution Order column in the Agents pane of the Queue Monitor. Disabling the column can speed up system performance.

To enable or disable the Distribution Order column

1.In the Administrator, choose Tools > System Settings. The System Settings dialog box opens.

2.Choose the Queue tab.

3.Check or uncheck Update Agent Distribution Order column in Queue Monitor.

4.Click OK.

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-15