Applies to: Admins/Owners, Supervisors
Outcome: Understand the new Balanced Routing, how it differs from Circular, and configure it for each department/queue.
Time to complete: 5–10 minutes

What changed?

• Before (Circular): Calls were offered to users in a fixed rotation (A → B → C → A …) whether or not a user had already handled many calls recently. Busy/unavailable users could delay the next offer.
• Now (Balanced): Calls are distributed dynamically to the least-loaded available user based on recent call handling and availability. This evens out workload and reduces wait times.

Benefits of Balanced routing

• Fair load sharing – Prevents overloading one agent.
• Faster answers – Skips busy/offline users, reducing ring cycles.
• No implicit hierarchy – Everyone starts equal; performance comes from real availability and recent load.
• Better CSAT – More consistent time-to-answer across the team.

Prerequisites

• Role: Admin/Owner with access to Manage and Design Callflow.
• Team setup: Users added to the target Department/Queue with correct Call Availability.
• Routing modes available: Your plan may show Balanced, Priority, and Simultaneous (Ring-all).

How to check or change your routing method

1. Open callflow designer
   Dashboard → Manage → Design Callflow
2. Select the Department/Queue you want to edit.
3. Find Call Routing Method and choose one:
• Balanced (recommended default)
• Priority (manual ordering; use sparingly)
• Simultaneous (ring-all; higher agent disruption)
4. Save and publish (if prompted).

Expected result: New calls to that Department/Queue follow the selected method. In Calls → Logs, the Agent assignments should reflect the change within the next calls.

Copy-paste nav: Manage → Design Callflow → [Department] → Call Routing Method → Balanced → Save

How to verify (2-minute test)

1. Place 3–5 test calls in quick succession.
2. In Calls → Logs, check the Agent column:
• With Balanced, agents should evenly alternate based on who handled the latest calls and who’s available.
3. If one agent still takes most calls, review availability (see Troubleshooting).

Edge cases & notes

• Agent availability rules: Users set to Do Not Disturb/Offline/Paused aren’t offered calls.
• Concurrency: An agent already on a call is treated as busy and skipped until available.
• Ring timeout: If an agent doesn’t answer within the set timeout, the call moves to the next eligible agent.
• Small teams (≤2): Balanced may look similar to circular when both are often free—this is normal.
• Priority overrides: If you switch to Priority, manual ordering takes precedence over balancing.
• Simultaneous (Ring-all): Use only when every second matters; it increases interruptions and talk-over.

Troubleshooting

• “Balanced isn’t distributing fairly.”
• Check Call Availability for each user: Manage → Users → ⋮ → Set Call Availability.
• Ensure no user is paused or missing from the department membership.
• Confirm ring timeout isn’t too low (causing frequent skips).
• “Calls still hit the same person first.”
• Make sure the change was saved/published for the correct department.
• Run at least several live calls; balancing normalizes over recent history, not a single call.
• “We need VIP handling.”
• Use Priority for VIP queues or create a separate department with its own routing.