Efficiently managing customer enquiries is crucial for delivering exceptional support and maintaining operational efficiency. The CINNOX Distribution Method offers a range of strategies to ensure that enquiries are routed to the right agents promptly and effectively. By leveraging these methods, you can optimise your team's performance, reduce response times, and enhance customer satisfaction.

In this guide, we'll explore the various distribution methods available in CINNOX, including Simultaneous, Most Idle, Round Robin, and Fixed Order. Each technique is designed to cater to different operational needs and scenarios, providing flexibility and control over how enquiries are handled within your organisation.

Distribution Method (ACD)

Select the distribution methods for your customer support and operation among your staff to coming enquiries from your visitors and customers.

Fixed Order

• Assigns enquiries to agents in a predetermined, fixed sequence. The first agent in the sequence will always receive the enquiry (as long as they are available).
• For example, if you have three agents - Agent A, Agent B, and Agent C - the system will always assign enquiries in the order of Agent A first, then Agent B, and finally Agent C. Agent A will always get the enquiry first as long as they are available. If Agent A is busy, the enquiry will go to Agent B, and if both A and B are busy, it will go to Agent C. Once Agent C receives an enquiry, the next one will go back to Agent A, maintaining the fixed order.

Simultaneous:

• Distributes enquiries to all available agents simultaneously.
• Imagine you have three agents - Agent A, Agent B, and Agent C. When an enquiry comes in, the system sends it to all three agents simultaneously. Any available agent can pick up the enquiry. This means that Agents A, B, and C all receive the enquiry notification simultaneously, and any one of them can respond to it.

Most Idle

• Assigns enquiries to the agent who has been idle for the longest time. Idle time starts after the agent's last enquiry-related action. It only supports staff list endpoint type (Agent).
• For instance, if Agent A finished their last enquiry at 10:00 AM, Agent B at 10:05 AM, and Agent C currently handles an enquiry, the next enquiry will go to Agent A as they've been idle the longest.

Round Robin

• Distributes enquiries to agents in a circular order. If an enquiry is declined or expires, it returns to the Queue and is assigned to the next available agent.
• Suppose you have three agents - A, B, and C. The first enquiry goes to Agent A, the second to Agent B, the third to Agent C, and the fourth goes back to Agent A. If Agent B is busy when their turn comes, the enquiry goes to Agent C.

Conclusion

Choosing the right distribution method is essential for optimising your customer support operations. Whether you prefer the flexibility of Simultaneous distribution, the efficiency of Most Idle, the fairness of Round Robin, or the predictability of Fixed Order, CINNOX provides the tools you need to tailor your enquiry handling to your specific needs.

By understanding and implementing these distribution methods, you can ensure that your team is well-equipped to handle customer enquiries promptly and effectively, leading to improved customer satisfaction and streamlined operations.

Use of Distribution Method in the Queue Settings

Please refer to our Detailed User Guide on using Distribution in your Queue Settings.

Use of Queue in the Advanced Routing Flow

Please refer to our Detailed User Guide on using Queue in your Enquiry Routing Management.

Sample flow with a Queue in the Routing