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Glossary:Round Robin

In Premier Edition Cloud, a routing method of distributing the calls to each agent in the order listed, starting with the agent that is immediately listed after the agent that last answered a call.

See Routing, Most Idle Agent, and Least Utilized Agent.

Important
The Round Robin statistic resets after 60 minutes inactivity. As such, in low-volume contact centers, this routing method might result in one agent receiving more calls. Consider the following scenario with two agents using Round Robin routing:

Agent 1 receives a call. Within 60 minutes, another customer calls. This second call is routed to Agent 2.

Agent 1 receives a call. After 60 minutes, another customer calls. This second call is routed to Agent 1, because the Round Robin statistic reset after 60 minutes of inactivity.



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This page was last modified on October 14, 2016, at 05:58.