Prioritized Hunt vs Round Robin

[TSlocum]

What's the difference between prioritized hunt and round robin? Does prioritized hunt always start over at the top of the list of agents, whereas round robin goes down the list over time?

Examples:

Prioritized hunt
Call at 10:50 to agent 1, which wraps up at 10:53
Call at 10:55 to agent 1 again?

Round robin
Call at 10:50 to agent 1, which wraps up at 10:53
Call at 10:55 to agent 2?

 

[leejor]

Are you asking in what situations you would use each?

In the priority situation, you could place the "main" agents so that they received calls first. Lower down the queue, you could have agents logged in, but performing other, non-telephone related tasks, that would begin receiving calls when the queue became busy. This would not necessarily require someone monitoring traffic to the queue,adding agents (logging in) , as needed, and probably work best, in a small, queue size, situation.

 

[TSlocum]

I'm just wondering how they work differently from each other. Are my examples correct?

 

[leejor]

Here is a quote (description) with link at the bottom...

Polling strategy – This option allows you to choose how calls should be distributed to agents:

Hunt random start – 3CX will randomly choose an agent to distribute the call to. This will evenly distribute the calls to each of the agents.
Ring All – The phones of ALL the agents will ring.
Prioritised Hunt – 3CX will distribute the call according to the order specified in the Queue members section. All calls will go to the first agent first, and only if this agent is busy, it will go to the next agent. This strategy can be used to set up skills based routing, by ordering the agents according to their skills.

http://www.3cx.com/docs/call-queues/

So there really isn't a "Round Robin" as such in that calls circulate thought all agents, then start trying the first one again. Hunt Random Start would be the closet thing.

 

[TSlocum]

Round Robin is a strategy with Pro licenses. I know about the descriptions from 3CX, but they don't go into enough detail.

 

[leejor]

Perhaps it is an attempt to more evenly distribute calls amongst all agents, something less than "random".