Round Robin polling strategy

[daedel]

Hi all,

I've got several questions regarding Round Robin polling strategy in 3CX.

1.- If an extension is busy the it goes to next one. If that second is busy, does it jump to next, and so on until one extension answers the call or it's abandoned?

2.- If an extension is in a call, will it be polled?

3.- When I generate an statistics report by extension, I can see too many missed calls in one extension. When is a call considered missed by an extension in round robin queue? Only when it rings and nobody answers?

Hope somebody can help me understand better round robin

 

[ChrisC_3CX]

1.- If an extension is busy the it goes to next one. If that second is busy, does it jump to next, and so on until one extension answers the call or it's abandoned?

Yes that it is correct.

2.- If an extension is in a call, will it be polled?

No, it will move onto the next agent who is available.

3.- When I generate an statistics report by extension, I can see too many missed calls in one extension. When is a call considered missed by an extension in round robin queue? Only when it rings and nobody answers?

Just so that we're both on the same page, are you referring to this report:


If yes, are you talking about the "Total: Unanswered" counter?

 

[daedel]

Hi again,

Sorry for getting back at this so late. Yes. exactly, that's the report and that's what I mean, the total: unanswered counter.

My concern is that there's an agent that shows too many unanswered calls, and I was wondering if those were abandoned or if they were registered as missed calls even if the agent was already in a call. Looks like these are not abandoned, just that the agent had to pick them up but didn't. Am I alright in this assumption?

 

[ChrisC_3CX]

The Extension Statistics Report actually only shows direct calls to those extensions. That said, the Queue calls should not affect those statistics. If you want to see Queue call related statistics you will have to generate a Queue specific report: