Distributing Calls Among Agents (Round Robin Applet) - Call Flows

By using the Round Robin Applet, new calls will automatically be assigned to users in a consecutive order. This option allows you to equally distribute your calls among your agents, and has additional options to ensure calls are answered.

Once the Round Robin applet is dragged and dropped into place, you need to configure it. The first field is to select the Group that will be cycled through.

The order of Users in the group will impact the order of the Round Robin.

The very first time a call come into this applet, it will ring the first user in the group. Then it will go in consecutive order, based on how you have ordered them within your User Management section of the Admin panel.

Rounds

But, it doesn't have to ring just one User and then move to the next step. You control the number of users in the group that are tried before moving to the next step in the call flow.

For example, if you have chosen "Next 3 Users" from this drop down... the call will ring User 1 first. If User 1 is offline or doesn't answer in the allotted ring timeout time, then User 2 will be rung. If they are offline or do not answer, then it will move on to User 3. If User 3 is offline or doesn't answer, then the next Applet in the call flow will be activated. On the next inbound call, User 4 will be rung.

If, in the above example, User 1 had answered, on the next inbound call, User 2 will be run. The point is that each user gets equal chance to answer a call.

The Ring Timeout lets you control for how long a call should ring until it advances to the next step in the Flow. The timeout is calculated per user.

A 20-second Ring Timeout is approximately 3-4 rings. Keep this in mind when you are crafting the perfect caller experience. If you set the Ring Timeout to 30 seconds and select "Next 4 Users" for Rounds... it will be 2 whole minutes before the caller is directed to the next step in the call flow.

Call Recording gives you the option to record the call from ringing, from answering or disable the feature.

You can find more information about Call Recording and storage by accessing this article on Intro to Call Recording >>

Sticky Agent is used to determine the best agent for a specific call. For example, if a number is returning a call, the first to be called will be the user that had previously talked to the caller. 

If Nobody Answers...

If nobody answers you have the option to take a voicemail or to advance to another Applet from the flow creator. This can be fully customized to best suit your business' needs.