GLOSSARY: Load Balancing
The process of balancing contacts between multiple sites, queues, or agent groups in order to get optimal resource utilization, maximize throughput, minimize response time, and avoid overload. Using multiple components with load balancing, instead of a single component, may increase reliability through redundancy. It is commonly used to mediate internal communications in computer clusters, especially high-availability clusters. If the load is more on a server, then the secondary server takes some load while the other is still processing requests.