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Explain the Least Occupied Agent (LOA)

The Least Occupied Agent (LOA) is a call routing strategy used in call centers to route incoming calls to the agent who has the least number of active calls at that time. The idea behind this strategy is to distribute the workload evenly among the agents and reduce the average waiting time for callers.

  • Evenly distribution of calls is necessary for maintaining a proper workflow in the call center process. Managing workload is important because it helps the call center process to prepare itself during adverse situations like uncalled heavy call flow during non-seasonal times. 

  • When a call arrives at the call center, the routing system looks at the number of active calls that each agent is currently handling. It then routes the call to the agent who has the least number of active calls. If there are multiple agents with the same number of active calls, the system may choose to route the call to the agent who has been idle for the longest time.

  • It basically gives each and every agent an equal opportunity to take incoming calls. No one should feel overly burdened or idle for no reason. The least occupied agent strategy helps call center services maintain productivity at all times. The application of this tool has helped many call center services to reduce wait time and improve performance. 

  • Also, this call routing strategy can pave a way for CRM systems to track the performance and limitations of the call center process. This strategy is especially important for processes dealing sales related calls because the incentives are involved among agents. Additionally, this approach can help to ensure that all agents have an equal opportunity to handle incoming calls and develop their skills.

However, the LOA strategy may not always be the best approach for all call centers, as it does not take into account other factors that may affect call routings, such as the expertise of the agents, the complexity of the calls, or the priority of certain callers. Call centers may need to experiment with different routing strategies to find the one that works best for their specific needs.

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