Round Robin Follow

Empower your team with the ability to customize how incoming calls are managed. Whether adhering to the conventional First-In-First-Out (FIFO) logic or opting for a more structured approach with Agent Groups, you can now tailor call routing to align with your operational needs.

Efficient call routing and team management are essential for contact centers and service-driven businesses that aim to deliver exceptional customer experience while improving operational control.

Note* You must be on an enterprise plan. 

Some key benefits

• Enhance operational efficiency by distributing calls in a more strategic manner.
• Balance workloads across agent teams for improved productivity.
• Provide faster, more tailored responses to client needs.

How does Round Robin Call Balancer work?

If groups are created and active, the system will dynamically allocate incoming calls across all available groups in alignment with your defined priorities. If no group or agent is available, the system ensures that calls remain in the main queue, utilizing the default logic until they can be properly routed.

Agent groups

This feature is designed to help teams organize agents into functional buckets, route calls intelligently, and ensure that every customer interaction is handled by the right person at the right time. In this article, we will take a closer look at how the Agent Groups feature works and why it’s a game-changer for contact centers.

Some key benefits of using Agent Groups

1. Create buckets for inbound calls
   Admins can define agent groups that act as buckets for incoming calls, allowing for more targeted and efficient call distribution.
2. Manage Agent Groups and user data
   The feature provides full control over group creation, user assignment, and the data necessary to manage interactions within each group.
3. Routed calls to call queues
   Calls can be seamlessly routed to predefined call queues, ensuring that no customer is left waiting without direction.
4. Create call queues by source
   Admins can set up call queues based on the source of the call, enabling more personalized and context-aware routing.
5. Assign users to one or more specific sources
   This allows for granular control over which agents handle calls from specific campaigns, departments, or service lines.

With this feature, you can:

• Reduce waiting time and misrouted calls
• Improve agent productivity and specialization
• Enhance customer satisfaction through smarter routing
• Gain visibility into call flows and team performance

Whether you're managing a legal intake team, a sales department, or a customer support center, the Agent Groups feature gives you the tools to build a more responsive and organized call environment.

IMPORTANT: If Round Robin Call Balancer is activated

• Agent Groups take precedence in call distribution, ensuring that calls are first routed to agents within the designated group based on the defined assignment logic (Case type and Lead source).
• If no agents are available within the group, the dialer will automatically search for the next eligible agent even if they are part of another group to handle the call as it falls back to FIFO logic. NOTE: An agent’s lead handling configuration can be reviewed in the Setup menu under the Manage Users option

How to manage Agent Groups and Users

The following section will explain how to interact and manage groups and users per group.

Maintenance area for Agent Groups: gives the option to create, delete, edit and update any selected group

1. Admin users can access the Agent groups management area by selecting Setup > Agent Groups Settings

2. To create/add a group click on the “+” icon

3. A modal will pop up

a. Complete the Group name

b. Select one or multiple sources for the calls (NOTE: “All” is selected by default, to edit delete the option)

c. Select one or multiple case types (NOTE: “All” is selected by default, to edit delete the option)

d. Date field will be automatically filled out once the group is created

e. To save the group created click on the save icon

4. IMPORTANT: To enable the call distribution to the different agent groups, make sure to turn on the Round Robin feature

How to edit an Agent Group?

1. Select the row that has the record of the Group you want to edit
2. Click on the “Edit” icon and make the needed updates

3. Click on the “Save” icon (To discard the changes, click on the “X” icon)

4. The grid will automatically refresh with the updated information

IMPORTANT: Any modifications to the agents' 'Source' or 'Case Type' setup may prevent users assigned to the group from receiving calls, depending on how the configuration is changed.

How to delete an Agent Group?

1. Select the row that has the record of the Group you want to delete
2. Click on the “Delete” icon and confirm

3. The grid will automatically refresh with only the remaining Agent groups visible

Maintenance area for Agent Group Users: gives the option to add, delete and edit any selected list of users per group by username.

1. To assign users to the chosen group click on the Users icon the Agent Group record selected

2. A modal will pop up

a. Click on the “+” icon to add a new user

b. Click on the User Name field and select the user from the dropdown menu (NOTE: Users who appear grayed out in the list do not meet the criteria established for the selected Agent Group)

c. Job title, Email and Time Zone fields will be automatically filled out based on the user’s configuration

d. Click on the “Save” icon to save the changes

3. Click outside of the modal to close the Users modal and return to the Agent Groups grid

IMPORTANT: If a user's configuration or permissions change and they no longer comply with the Agent Group rules, they will appear grayed out and disabled in the user list. These users must be removed manually.

How to remove a user from an Agent group?

1. Select the row that has the record of the user you want to delete
2. Click on the “Delete” icon and confirm

3. The grid will automatically refresh with only the remaining users in the group

Admin users will be able to view group assignments in the Call Center Insights dashboard, which they can access directly from the Dialer (learn more)