Distributing conversations equally among available agents in rotation.
Round-robin routing is a conversation assignment strategy that distributes incoming conversations to agents in sequential rotation, ensuring equal workload distribution across the team.
Variations include weighted round-robin (different volumes per agent based on skill or seniority), availability-aware round-robin (skipping offline agents), and load-balanced round-robin (factoring in current active conversations). Round-robin works best for teams with similar skill levels and uniform conversation complexity.
Lodgestory supports round-robin and weighted round-robin routing with availability awareness and configurable overflow rules.
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