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Automatically distribute calls and appointments across team members. Keep workloads balanced.

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What is round-robin?

Instead of all calls going to one person, round-robin distributes them: 
Call 1 → Alice
Call 2 → Bob
Call 3 → Carol
Call 4 → Alice (back to start)
...
This ensures fair distribution and prevents burnout.

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Distribution methods

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Simple round-robin

Each person gets the next call in sequence:
  • Pros: Perfectly equal distribution
  • Cons: Doesn’t account for availability

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Availability-based

Only routes to available team members:
  • Pros: Respects calendars and working hours
  • Cons: Some may get more if others are busy

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Weighted round-robin

Some team members get more: 
Alice: 40% (senior, higher capacity)
Bob: 30%
Carol: 30%
  • Pros: Account for experience/capacity
  • Cons: Requires more setup

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Least recent

Routes to whoever hasn’t had a call in longest:
  • Pros: Natural balancing
  • Cons: May not respect preferences

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Setting up round-robin

1

Create a team

Go to Settings → Team → Create Team
2

Add members

Select who should be in the rotation
3

Choose method

Pick your distribution style
4

Set as destination

Route calls to this team instead of individual

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Configuration options

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Working hours

Respect each member’s schedule:
  • Only route during working hours
  • Skip members who are marked away
  • Account for lunch breaks

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Capacity limits

Set maximum appointments per person: 
Alice: Max 8 calls/day
Bob: Max 6 calls/day
Carol: Max 10 calls/day
Once capacity is hit, skip to next person.

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Priority routing

Some calls go to specific people first: 
VIP customers → Senior team member first
New leads → Sales team
Support → Support team

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Round-robin for bookings

When customers book appointments, distribute across team:
  1. Show combined availability - All team members’ open slots
  2. Customer picks time - Any available slot works
  3. Assign automatically - System picks who gets it
Or let customers choose:
  1. Show team members - Display available people
  2. Customer picks person - They choose who they want
  3. Book directly - Goes to chosen calendar

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Monitoring distribution

Track how calls are distributed:
Team MemberThis WeekThis MonthAll Time
Alice12 calls48 calls520 calls
Bob10 calls45 calls498 calls
Carol11 calls47 calls512 calls
Look for imbalances and adjust weights if needed.

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Handling unavailability

When someone is unavailable:
  • Skip them in the rotation
  • Try next person automatically
  • Queue for later if no one available
  • Notify admin if all unavailable

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Use cases

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Sales team

Distribute leads evenly: 
New lead comes in → Assign to salesperson
→ They follow up → Track who converts best

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Service technicians

Balance service calls: 
Customer books → Assign to available tech
→ Based on location, skill, capacity

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Support team

Route support calls: 
Support call → First available agent
→ Based on who answered least recently

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Best practices

3-7 people per rotation works best. Larger teams make it harder to track.
Check distribution reports. Adjust weights if someone’s overloaded.
Mark team members away when they’re out. The system will skip them.
If your team spans zones, set working hours per member.

Set Up Round-Robin

Configure team distribution

Teams

Learn about team management