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So when the call is received, VoipNow VoIP Panel first applies the distribution algorithm to the set of agents with Penalty = 1. If no available agent is found, VoipNow VoIP Panel applies the algorithm to the agents with Penalty = 2 and so on. Fewer calls will be assigned to agents with high penalty values.
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If Agent1 has had 3 calls each lasting for 10 minutes and Agent2 has had 5 calls each lasting 2 minutes, VoipNow VoIP Panel will assign a new call to Agent1.
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Let's assume you have a queue managed by 4 agents. Agent1 and Agent3 have the smallest penalty level, while Agent2 and Agent4 have a bigger penalty level. The first time a call is received, VoipNow VoIP Panel searches for the group with the smallest penalty level and tries to randomly assign the call either to Agent1 or to Agent3. If none is available, the algorithm will search for the next penalty level and it will try to transfer the call to Agent2 or to Agent4.
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Let's assume you have a queue served by 3 agents. The first time a call is received, VoipNow VoIP Panel searches for the first available operator in the order Agent1, Agent2, Agent3. Assuming Agent2 is available and answers the call, when the second call arrives, VoipNow VoIP Panel starts searching with Agent3 and uses the order Agent3, Agent1, Agent2.
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Let's assume you have a queue managed by 3 agents. Agent2 logged in first, Agent3 second and Agent1 third. When a call is received, VoipNow VoIP Panel searches for the first available operator using the login order: Agent2, Agent3, Agent1. If Agent2 is available, the call is transferred to them. If not, it will be transferred to Agent3. If Agent 3 is not available either, the call will be redirected to Agent1.