Round-robin – Strict alternating call distribution between two agents?

[N-AGPRO]

Hello,

We would like to implement a call distribution strategy for a client who has two agents in a queue.

The client wants calls to be distributed on a rotating basis between the two agents, as follows:

Call #1 → Agent A

Call #2 → Agent B

Call #3 → Agent A

Call #4 → Agent B

Etc.

We are considering using the "Round-robin" strategy, but would like confirmation regarding how it functions.

When both agents are logged into the queue and available, does this strategy guarantee a strict alternation of calls (A → B → A → B), regardless of the duration of previous calls?

Thank you in advance for your clarification.

 

[KyriacosS_3CX]

Hello,

You wish for the extensions to ring alternatively while a call is in the queue and both are available, or are you looking for each new call to ring the agent that had not answered the most recent answered call first?