Top-Down algorithm
What is the Top-Down algorithm?
In a contact center, Top-Down is a very simple automatic call distributor algorithm configurable in the Queue Manager to assign calls to the available agents. All agents are put in a linear sequence and the call is served by the first free agent. Starting from the top of this list, the algorithm proceeds downwards towards the bottom until an available agent is found. There is no priority agent and the assignment is based on the position of the agent in this linear group.
To go deeper into our call routing algorithms and have other information about Mida Queue Manager, fill out this form.
Skills-based algorithm
What is the Skills-based algorithm?
The Skills-based, also called priority-based or weighted distribution, is a distribution algorithm configurable in the Mida Queue Manager to dispatch incoming calls to available agents. Every agent is given a skill (expressed as a number) and the algorithm will always try to assign the new incoming call to the available agent with the highest skill (the one with the highest number) going through this escalation level.
Choosing the best call routing algorithm is only one of the configurable options you can rely on when you adopt Mida Queue Manager, contact us through this form to know the others.
Round-Robin algorithm
What is the Round-Robin algorithm?
The Round-Robin is one of the most popular automatic call distributor algorithms in the market to effectively distribute incoming calls evenly among a set group of agents. It is possible to create a list of operators that the calls get assigned to and align them on a circular queue. When there is an incoming call, the algorithm will move from one agent to the next and start back from the beginning after exhausting the possibilities if it doesn't find any available agents. With this call routing technique, calls are distributed equally across the team instead of sending more calls to one agent over the other.
Do not hesitate to contact us to go deeper into all the configurable algorithms available in Mida Queue Manager and know which one best fits your UC service. We will be glad to help you to manage all your incoming calls from a single web platform.
Idle Time algorithm
What is the Idle Time algorithm?
The Idle Time is an automatic call distributor algorithm configurable in the Queue Manager set-up window that allows assigning incoming calls to the available agent who has been idle for the most time. The idea behind this algorithm is that all agents spend roughly the same amount of time answering calls. The aim is focused on load-balancing.
To know more about the other algorithms available in the Queue Manager and how to set them up, contact us.
Call distribution algorithm
What is a Call Distribution Algorithm?
In the call centers, the Automatic Call Distribution Algorithm, also called Routing Algorithms, is the system that regulates how inbound calls are routed to operators or services. Read more
Broadcast algorithm
What is the Broadcast algorithm?
Broadcast is one of the automatic call distributor algorithms configurable in Mida Queue Manager. Read more