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.

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