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Lead Assignment Algorithms

In Lead Routing, there are four algorithms according to which leads are assigned to teams and then - to agents within a team:

You can set the lead assignment algorithm for the connector by selecting the needed option in the Connector Settings window (Connectors -> Edit Connectors, then click Edit in the Actions column of the connector list).

To set the lead distribution among groups each view within the connector, open the list of the views for your connector and select the required algorithm, or leave the connector default value.

Below are the four lead distribution algorithms with detailed descriptions and examples.

Load Balance

The algorithm distributes leads for the shift among teams in the previously set up quantity, while one of the teams included in the view receives the rest of the leads irrespective of their quantity. Leads are assigned to each team in a round-robin fashion, until the teams run out of leads.

EXAMPLE
There are three teams in the view.
According to settings, Team 1 must be assigned 20 leads, Team 2 – 30 leads, and Team 3 – unlimited leads.
When each team has processed 20 leads, Team 1 stops, and Team 2 and Team 3 continue processing more leads, until Team 2 reaches 30 leads, and Team 3 works till the end of the shift.
If 100 leads are assigned during the shift altogether, Team 3 will have to process 50 leads. 

Priority 

This algorithm is similar to Load Balance: it distributes leads among teams in the previously set up quantity. However, teams are assigned the full quantity of leads at once, and the last one processes the remaining leads irrespective of their quantity. 

EXAMPLE
There are three teams in the view.
According to settings, Team 1 must be assigned 20 leads, Team 2 – 30 leads, and Team 3 – unlimited leads.
First, Team 1 processes 20 leads, then Team 2 processes 30 leads, and finally, Team 3 processes the rest of the leads till the end of the shift.

Ratio

Leads are distributed according to the ratio set up. 

EXAMPLE
There are three teams in the view.
According to settings, their ratio is 1:2:3. If Team 1 is assigned 10 leads, Team 2 is assigned 20 leads, and Team 3 – 30 leads for the same period.

Ratio Retroactive TimeFrame

Leads are distributed according to the ratio set up. If you update the ratio at some point during the day, the system will change the proportion until the number of leads distributed to each group starting from the beginning of the day corresponds to the new ratio.  

EXAMPLE
There are two teams in the view.
According to settings, their ratio is 1:2.
In the middle of the day, the manager changes it to 1:3.
By the end of the day, the number of leads distributed to each team corresponds to the 1:3 ratio, considering the whole day.

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