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Call and Chat Distribution Logic

This guide explains how call and chat distribution works in ConnectNow.

The distribution logic is designed to ensure:

  • Fair workload distribution across staff
  • Timely response to customers
  • No conflicts when agents are already busy
  • Reliable fallback through callback requests

Maximum Ring Duration​

For each incoming call or chat, the maximum ring duration is 60 seconds.

During this 60-second window:

  • The interaction is offered to staff members in a controlled sequence
  • A maximum of three staff members will be attempted
  • Each staff member is given 20 seconds to respond

Ringing Sequence Logic​

The ringing process works as follows:

  1. The system rings the first available staff member for 20 seconds
  2. If the staff member does not attend within 20 seconds:
    • The interaction is forwarded to the next available staff member
  3. If no other staff member is available:
    • The system re-attempts the same staff member for the next 20-second slot
  4. This process continues until:
    • The call or chat is answered, or
    • The total ring duration reaches 60 seconds

What Happens After 60 Seconds​

If no staff member attends the call or chat within 60 seconds:

  • The call or chat is disconnected
  • The customer is offered a request callback option
  • A callback request is registered in the system

This ensures that the customer enquiry is still captured and followed up later.

Round-Robin Distribution Mechanism​

ConnectNow uses a round-robin mechanism to distribute calls and chats evenly among staff members.

How Round-Robin Works​

The system tracks the order in which staff members last handled interactions and rotates priority accordingly.

Example Scenario​

Assume a small shop has 5 staff members:

  • Staff 1
  • Staff 2
  • Staff 3
  • Staff 4
  • Staff 5

Initial Calls​

  • First call → handled by Staff 1
  • Second call → handled by Staff 2
  • Third call → handled by Staff 3

Next Incoming Call​

The next call will be forwarded in this order:

  • Staff 4
  • Staff 5
  • Staff 1

This ensures:

  • Equal workload distribution
  • No single staff member is overloaded
  • Fair rotation across all agents

Busy Staff Handling​

Calls and chats are not forwarded to staff members who are already handling another call or chat.

If a staff member is:

  • On an active call, or
  • Actively handling a chat

They are temporarily excluded from the distribution pool until they become available again.

Interaction Type Coverage​

This distribution logic applies equally to:

  • Incoming voice calls
  • Incoming chat requests
  • AI-escalated calls or chats forwarded to humans

Key Benefits of This Logic​

  • Balanced workload across all staff
  • Faster response times
  • No call conflicts
  • Predictable and transparent routing
  • Reliable fallback through callback requests

Best Practices​

  • Ensure enough staff are online during peak hours
  • Configure working hours correctly for each staff member
  • Monitor missed interactions and callbacks
  • Review engagement history to identify staffing gaps

Next Steps​

To further optimize customer handling, refer to:

  • Agent Availability and Working Hours
  • AI to Human Escalation
  • Callback Management
  • User Engagement History

These guides help fine-tune routing, availability, and follow-up processes.