Round Robin support in the Velox Call Centre Solution routes incoming queue calls to each member alternatively. This gives opportunity for each member in the group to be first priority in answering a call.
In a round robin setup, if a member does not answer the incoming call routed to him as first priority, the call will be marked abandoned for that particular member.
Round Robin in Call Queue (Forward to Group disabled)
Sample Scenario:
Agent 1, Agent 2 , Agent 3 are the members of the Queue 1.
First Incoming Call:
- Agent 1 receives the Call.
Second Incoming Call:
- Agent 2 receives the Call, regardless of Agent 1 being available or engaged.
Third Incoming Call:
- The third incoming call will proceed to Agent 3, even if Agent 1 and Agent 2 are not engaged.
When all agents are engaged:
- If all three agents (Agent 1, Agent 2, Agent3) are already engaged in calls when a new call comes in, the next
Incoming call proceeds to Agent 1 again.
Cycle Restart:
- After all members have had their chance to be the first to receive a call, the cycle restarts, and it goes back to Member 1 for the next incoming call.
Round Robin in Call Queue (Forward to Group Enabled)
Sample Scenario:
Agent 1, Agent 2 , Agent 3 are the members of the Queue 2.
First Incoming Call:
- Agent 1 receives the Call.
Second Incoming Call:
- Either Agent 1 answer or did not answer the first call, the second call proceeds to Agent 2.
Third Incoming Call:
- The third incoming call will proceed to Agent 3, even if Agent 1 and Agent 2 are not engaged.
When an Agent did not answer the Call:
- If an agent did not answered the Call, it will proceed to the forward to group.
Note: When the call proceeds to forward to group, it will not be displayed as a Queue instead will now ring as a Round Robin Call group to the next agents.
Cycle Restart:
- After all members have had their chance to be the first to receive a call, the cycle restarts, and it goes back to Member 1 for the next incoming call.
If you need further clarification, send an email to support@myvelox.com