Round Robin Routing

overview round robin routing is a call distribution method that distributes incoming calls to agents in a sequential, cyclical order it is designed to ensure a fair and even distribution of workload among all available agents in a queue how it works when a call enters a queue configured for round robin, the system routes it to the first agent in a predefined list the next call goes to the second agent, the third call to the third, and so on once the end of the list is reached, the system loops back to the beginning this ensures each agent receives a call before anyone receives a second one prerequisites an inbound voice campaign must exist a queue must be created within the campaign configuration steps set scheduler type location supervisor > manage > \[campaign name] > queue management > edit queue action in the edit queue pop up, select round robin from the resource scheduler type dropdown menu use cases sales teams used to distribute new leads evenly among a team of sales agents to ensure equal opportunity support queues ensures that the call load is balanced across all support agents, preventing agent burnout and ensuring consistent availability benefits fair workload distribution prevents certain agents from being overloaded with calls while others remain idle improved agent morale a fair distribution of work is often perceived as more equitable, which can improve team morale predictable routing provides a simple and predictable method for call distribution limitations this method does not account for agent skill level or current workload (if they are handling other tasks), which may lead to suboptimal customer matchups in complex scenarios