How are the calls distributed?
Decide on how operators will handle calls and in what order. Inperium offers four call distribution techniques for your call queues.
|Simultaneous||All operators who are available now receive a call at the same time. The first one to pick up the phone will talk to a client.|
|Sequential||Operators have a strict order in which they handle calls. An incoming call always goes to operator A first. If they don’t answer or are busy, then the call goes to operator B. The operator’s order is defined in the Operators section.|
|Rotating||The calls aren’t routed to operators in a preset order but in way to ensure the workload is distributed evenly.|
|Longest idle||The call goes first to an operator who has been idle for the longest since their last call. For example, the call will go to operator B who was on a call 10 minutes ago instead of operator A who finished a call just two minutes ago.|