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?

 

[Alphabetic]

Round robin will always call first agent first.

Least calls answered would alternate how you like it but then this would break should A pickup caller 1 and B takes 3 calls in the meantime as A would be served the next couple of times.

you could probably use AI to generate you a script that can alternate between 2 separate queues - from my quick ask it can anyway. You'll just need to specify other things too like timeouts, DNAs etc.

 

[KyriacosS_3CX]

Hi, to make sure the Round Robin behaviour is documented properly:

Round Robin does not always start polling from the first agent in the list, that's Prioritized Hunt.

It starts from the "next in line for ringing". So, agents A & B. Call comes in, A answers, next call will ring B first.
Now, if call comes in, rings A, rings B, caller drops the call - the next call will ring A, since the last extension rang was B.

Basically it keeps a record of who was polled last, and goes to the next one.

 

[Alphabetic]

Round Robin does not always start polling from the first agent in the list, that's Prioritized Hunt.

Yes my bad