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APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-15
Note: The distribution algorithms Longest idle, Fewest calls, Least talk time count inbound
queue calls only.
Enabling and disabling the Distribution Order column
You can enable or disable the Distribution Order column in the Agents pane of the Queue
Monitor. Disabling the column can speed up system performance.
To enable or disable the Distribution Order column
1. In the Administrator, choose Tools > System Settings. The System Settings dialog
box opens.
2. Choose the Queue tab.
3. Check or uncheck Update Agent Distribution Order column in Queue Monitor.
4. Click OK.
Least talk time Agent positions are ordered according to which
agent has spent the least time on inbound
queue calls during the current display period.
The agent who has spent the least time on
inbound queue calls since the beginning of the
shift is at position 1.
Note that only calls from a queue count as talk
time in that queue. An agent working in two
queues will have a different talk time in each.
Simultaneous ring Agents have no position, as each call rings all
agents’ phones simultaneously.
Algorithm Agent positions