Balanced Distribution

The distribution rule sets the maximum number of conversations an operator can handle simultaneously, which can be adjusted per department. This ensures a balance in contact distribution and prioritizes operators with a lower workload. If no operator is available, the contact is forwarded to the distribution pool. Customers are redirected to operators immediately, without long waits, following the priority order: Department > Channel > Company.

Balanced Distribution – Rules and Examples:

The manager can define the maximum number of conversations an operator can handle simultaneously, which may vary from one department to another. This limit serves to balance the distribution of new contacts, prioritizing operators with fewer ongoing conversations. If no operator is available, the contact will be forwarded to the distribution pool.
When a customer chooses an option, they should be redirected to an available operator immediately, without long waits, usually within 2 seconds.

Settings follow the priority order: Department > Channel > Company.

Balanced Distribution – Configurable Rules

• Restrict contact only to agents in the chosen department? The distribution will count as a simultaneous chat. Therefore, this interaction will be counted towards the maximum limit of simultaneous chats.
• Prioritize portfolio agents? This type of contact will be included in the distribution count. It is considered that the configuration for the limit of ongoing chats takes into account all open chats.
• Restrict contact only to portfolio agents? If the contact has an owner (is part of an agent's portfolio), it should be directed only to its owner. If the owner operator has reached the simultaneous chat limit or is offline, the chat will remain in the queue until it can be distributed to its owner.
• Prioritize the last agent the contact was directed to? It will direct the contact to the last agent, if they are available. It will be counted in the number of simultaneous chats.
• Keep the contact even when the agent goes offline mid-conversation? If set to 'No', the distribution will attempt to redistribute the chats to available operators. If an operator goes offline mid-conversation, the chat will be immediately redistributed to another available user. If no users are available, the first one to become available will receive this chat.
• User in 2 departments: If that operator is in two different departments, they will be part of 2 separate lists.
• • Example: For the configuration below, if 50 chats arrive in the Support department and 50 in the Commercial department, the chats will be distributed. When the limit of 5 simultaneous chats is reached in the Support department, the Commercial department will continue distributing, and Support will only resume distribution after the Commercial contacts are finished and the operator has fewer than 5 chats.
  • • Support Department configuration: limit of 5 simultaneous chats.
    • Commercial Department configuration: limit of 10 simultaneous chats.
  • Example: For the configuration below, if 50 chats arrive in Support and 50 in Commercial, Support will only resume distribution when the Commercial chats are finalized and the operator's simultaneous chats reach 5.
  • • Support Department configuration: limit of 5 simultaneous chats.
    • Commercial Department configuration: Sequential distribution.

Sequential Distribution

Chats are distributed sequentially in alphabetical order to all users with an 'Available' status.

Sequential Distribution – Distribution Rules:
The system creates a list based on the users who are part of a department and always distributes following this order, based on the user's status.

Level

• Department: Will follow the model above.
• Channel: Lists will be created per department based on the users who have access to the channel.
• • Example: Company A created a distribution rule for the Instagram channel, but only Ana and Roberto, who are part of the Commercial department, have access to this channel. Therefore, the list will consist only of:
  • 1. Ana
    2. Roberto
• Company: All departments and channels will follow the same rule, provided these departments and channels do not have their own rules.

Sequential Distribution – Examples:
In the Commercial department, 3 operators are registered:

• Roberto
• João
• Ana

The queue for this department will be organized as follows (Alphabetical order):

1. Ana
2. João
3. Roberto

If 7 clients arrive, they will be assigned following the rule:

1. Ana
2. João
3. Roberto
   (At the end of the list, it starts again)
4. Ana

Let's imagine that at this moment João went to get a snack at the bakery near the company and changed his user status from Available to Unavailable. He would be next in line, but since he is not available, he will be skipped.
5. (João - Skipped) -> 5. Roberto
6. Ana
7. (João - Skipped, list restarts) -> 7. Ana

If there are 50 contacts in the assignment queue, and the rule at the channel level is sequential, the first user to log in will receive all the chats.
This format will take into account exclusively whether the user is available, unavailable, or disconnected (If they have either of the last two statuses, they will be skipped).

Sequential Distribution – Configurable Rules

• Restrict contact only to agents in the chosen department? This rule will not interfere with the distribution. The expectation is that the contact is sent to someone in that department, following the department's list.
• Prioritize portfolio agents? This type of contact will not enter the distribution count. Therefore, the user who receives the conversation will not lose their turn.
• Restrict contact only to portfolio agents? Upon receiving a contact that is part of their portfolio, the user will not lose their turn in the distribution, as it is not a new contact but a returning client.
• Prioritize the last agent the contact was directed to? It will direct the contact to the last agent, if they are available, and this user will be skipped in the next repetition of the distribution list.
• Keep the contact even when the agent goes offline mid-conversation? It will not influence the distribution. If the operator goes offline mid-conversation, the chat will be immediately redistributed to another available user. If no users are available, the first one to become available will receive this chat.
• User in 2 departments: If that operator is in two different departments, they will be part of 2 separate lists.

Distribution Personalization:

• It is possible to limit the number of chats an operator receives upon first login.
• • If using Balanced Distribution, this value will be restricted by the limit of ongoing chats.
• Start and end time for distribution automation: This is the time for the automatic distribution of chats that are in the queue waiting for service.
• • If the operator logs in before the configured time, they will receive one chat for every chat finalized.
  • If new clients enter the service channel and there are operators online outside of service hours, these contacts will be directly distributed to the online agents according to the configured rule.

Distribution Pool

When chats contact the company and no operators are available, either due to simultaneous chat limitations or a lack of users with an 'Available' status, they are forwarded to the distribution pool.
Every 30 seconds, all contacts are distributed according to the distribution rules defined by the manager. Therefore, if department A follows a balanced rule with a limit of 10 simultaneous chats, this rule must be respected. Meanwhile, department B, which uses the sequential rule, requires that chat distribution follows its own rules.

Scenarios with Multiple Rules:

• For the distribution rules mentioned below, contacts forwarded to the Support department will follow sequential distribution:
• • Company → Balanced distribution
  • Waba Channel → Balanced distribution
  • Support Department → Sequential distribution
• For the distribution rules described below, contacts forwarded to the Broker channel will follow balanced distribution:
• • Company → Sequential distribution
  • Broker Channel → Balanced distribution

If an operator becomes available first, the number of conversations assigned to them will be limited according to the simultaneous chats configuration.

The configuration considers the maximum number of simultaneous chats defined on the distribution settings screen.

It is not possible to activate more than one rule for the same channel or department. It is possible to create several rules for department, company, and channel, but only one can be activated per entity.
It is mandatory to have at least one rule for the Company.

General Example:
For example: If there is a sequential distribution rule for the company 'Poli' and a balanced distribution rule for the Support department, contacts destined for the Support department will follow the balanced distribution.