Skills-based algorithm

What is the Skills-based algorithm?

The Skills-based, also called priority-based or weighted distribution, is a distribution algorithm configurable in the Mida Queue Manager to dispatch incoming calls to available agents. Every agent is given a skill (expressed as a number) and the algorithm will always try to assign the new incoming call to the available agent with the highest skill (the one with the highest number) going through this escalation level.

Choosing the best call routing algorithm is only one of the configurable options you can rely on when you adopt Mida Queue Manager, contact us through this form to know the others.