About Auto-Distribution of Dialogs Between Operators

Auto-distribution of dialogs allows automatically assigning dialogs to operators in a status that allows working with dialogs. The system considers various criteria for fair load distribution and efficient use of operator resources.

Context and Problem

In many cases, dialogs need to be fairly distributed between operators:

  • Large number of incoming requests requires quick processing
  • Different operators have different skills and load
  • Fair load distribution is needed
  • Optimization of response time to client requests

Auto-distribution solves this task by allowing the system to automatically assign dialogs to operators considering various criteria.

Key Concepts

Operator Selection Criteria

Determining the operator to whom the dialog will be assigned happens considering:

  • Operator status (online)
  • Dialog limit per channel (settings)
  • General dialog limit (settings)
  • Automatic distribution method (settings)

Automatic Distribution Methods

By Default:

  • Considers number of dialogs per operator
  • Considers time of closing last dialog
  • New dialog is distributed to operator with least number of dialogs

By Number of Dialogs:

  • Considers only number of dialogs per operator
  • New dialog is distributed to operator with least number of dialogs

By Date of Last Dialog:

  • Considers time of assigning operator's last dialog
  • New dialog is distributed to operator who started last dialog earliest

Approach Options

Different Distribution Methods

By Default:

  • ✅ Pros: Considers multiple factors, fair distribution
  • ❌ Cons: May be more complex to understand

By Number of Dialogs:

  • ✅ Pros: Simplicity, clarity
  • ❌ Cons: Does not consider time of last dialog

By Date of Last Dialog:

  • ✅ Pros: Even distribution by time
  • ❌ Cons: Does not consider number of dialogs

Why We Use Different Methods: Different methods suit different scenarios and client needs, allowing choosing the best option for a specific situation.

Adopted Solutions

Auto-Distribution by Weight

Weight indicates the importance of the dialog in the queue: the higher the weight — the earlier it will be distributed to an operator. Weight can be specified:

  • In topics in operator panel
  • When connecting through weight parameter (has higher priority)

Dialog Limits

Thanks to the ability to set limits on operators for each channel, you can optimize team work:

  • General Limit (max_dialogs): Maximum number of simultaneous dialogs
  • Per Channel Limit (channels_quota): Additional restrictions on number of dialogs from specific channels

Auto-Distribution of Tickets

The system supports automatic distribution of tickets between operators, similar to dialog distribution, considering operator skills (skill groups) and their current load.

Implications for Users and Implementation

For Integrators

When configuring auto-distribution, it's important to:

  1. Choose distribution method — depending on needs and priorities
  2. Configure limits — for each operator separately
  3. Set weight — for prioritizing important dialogs
  4. Configure tickets — if ticket auto-distribution is needed

Common Errors

Error: Dialogs are distributed unfairly
Problem: Distribution method is incorrectly chosen or limits are not configured
Solution: Check distribution method and configure limits for operators

Error: Important dialogs are not processed first
Problem: Weight is not set for important dialogs
Solution: Add weight in topics or when connecting through weight parameter

Error: Operators are overloaded
Problem: Limits are not set or they are too high
Solution: Configure limits for operators according to their capabilities