Unpublished- What is Balanced Routing?

Unpublished- What is Balanced Routing?

What is Balanced Routing and When Should I Use It?

Balanced Routing is a call distribution method that ensures incoming calls are evenly shared among all available users in a department. It’s designed to prevent overload on any single team member by giving each user an equal chance to receive the next call.

✅ When to Use Balanced Routing

Use Balanced Routing when:

  • All team members should handle an equal number of calls.
  • There’s no seniority or priority between users.
  • You want fair load distribution (e.g., Sales or Support teams).

🔁 How Balanced Routing Works

When a call comes into a department:

  1. The system identifies all available users.
  2. Each available user has an equal probability of being assigned the call.
  3. Over time, calls are distributed as evenly as possible across the team.

🆚 Routing Method Comparisons

Feature

Balanced Routing

Serial Routing

Simultaneous Routing

Distribution Logic

Equal chance per user

Fixed top-to-bottom order

Rings all available users at once

Use Case

Shared responsibility

Escalation or priority

Urgent response needed

User Load

Even

Skewed toward top users

Whoever picks up first

Customer Wait Time

Short, fair queue

Slightly longer if top users miss

Minimal (fastest pickup)

📌 Example

If your support team has 4 agents available, each agent has a 25% chance of receiving the next incoming call. This ensures no single agent is overloaded.

With Simultaneous Routing, the call rings all 4 agents at once, and whoever answers first gets the call.

🛠️ How to Enable Balanced Routing

  1. Go to Settings > Departments > Call Routing.
  2. Choose the desired department (e.g., Sales).
  3. Under Routing Method, select Balanced.
  4. Click Save.
📝 Make sure all users you want included are marked as available.

📚 Related FAQs