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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. Being based on business needs and strategies, the call distribution algorithm can route the call for example to the first available agent, the most skilled available agent, or following other criteria. The most common types of call distribution algorithms are:

• Round-robin. Calls are routed to operators in a continuous loop. For example, if a service has 10 agents when agent 10 takes a call, the following call goes to agent 1, restarting the cycle. This is an algorithm used to evenly distribute calls, so no agent is burdened with them.
• Top-down, also called fixed order. Calls are routed to agents following a fixed order, starting with the same agent every time, if he/she is busy the call goes to the next agent in the list until the first available agent picks up the call. This type of distribution is used in cases where you want to prioritize some agents over others as agent 2 can answer the call only if agent 1 is busy.
• Broadcast, also called Simultaneous distribution (ring groups). The incoming call is routed simultaneously to all available agents, the first one who picks up handles the call. This distribution algorithm is considered the most stressful for agents as it generates both competition – agents are led to take more calls than colleagues- and a constant ringing in the office.
• Skill-based, also called priority-based or weighted distribution. This method allows dividing agents into groups according to custom criteria (competencies, experience, sales proficiency, etc.). This method allows identifying the most appropriate available agent to manage the call, thus contributing to improving the first call resolution rate.
• Idle time, also called longest available. This algorithm detects the agents who have been idle for the longest time and routes the calls directly to them. This method prevents agents from overload and optimizes their workload, as they all receive a fair share of calls.

How Mida can help?

Mida Solutions supports all these Call Distribution Algorithms, which can be configured in the Queue Manager of our Contact Center.
To find more information please visit the Queue Manager, ACD entries in the knowledge hub, or the Queue Manager product page.