A round robin is a sequence or series that involves the participation of all individuals in a group. Ring.io has a built in algorithm that offers:
Round Robin -> For new calls we always look for the agent with the highest idle time. The idle agent is sorted by call start time.
For example if Agent A has the highest idle time and does not answer call 1, the Ring.io round robin system will route the call to next agent that has the highest idle time, which we will call Agent B. Agent A will still remain as the agent with the highest idle time. The idle time is reset after an agent has answered a call.
Missed calls do not count towards the agent's idle time.
Round Robin for Sales -> For new calls, Ring.io will search for agents that have the longest period of time without being contacted regardless of whether or not the agent answered the call. For example, if there are ten agents and Agent A does not answer the phone and Agent B answers, the following calls will be routed to the ten other agents first before coming back to Agent A.
If a call is missed or transferred, the call is counted.
Round Robin for Sales optimizes equal call attempt amongst all agents.