> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://myoperator.crisp.help/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # What are the different methods of Call routing/distribute call volume available in MyOperator? # Call routing methods in MyOperator | Tip Quick answer — MyOperator offers three primary routing methods—Serial (ordered sequence), Simultaneous (ring-all, up to 5 users), and Balanced (round-robin)—to distribute incoming calls across agents. You can also layer advanced variants via IVR/conditions: Time-based, Location-based, Contact-based, and Sticky Agent (send returning callers back to the same agent). Configure these in Manage → Departments → (Select Department) → Callflow / Routing. --- ## Who this is for Admins and supervisors who manage Departments/Teams and want predictable, fair, or fast call distribution based on business goals. --- ## Before you start (prerequisites) 1. You can sign in to the MyOperator dashboard as Admin/Super Admin. 2. Your Departments and Users are created, mapped, and active. 3. You know your target outcome: fastest answer, equal workload, or strict sequence. --- ## Routing methods (primary options) ### Serial routing (ordered sequence) * What it does: Rings users one by one in a fixed order (A → B → C → …). Proceeds to the next user if the current one doesn’t answer within the ring time. * When to use: Clear hierarchy or escalation sequence; small teams with a “primary → backup” approach. * Configure: Manage → Departments → (Department) → Callflow/Routing → Serial. Use drag-and-drop to set the order. * Pro tips: * Keep ring time at 20–30s. * Place your most available agent first; review order monthly. --- ### Simultaneous routing (ring-all, up to 5) * What it does: Rings all selected users at once (limit up to 5). The first to answer connects. * When to use: High urgency, fastest pickup trumps fairness; service desks with strong coverage. * Configure: Manage → Departments → (Department) → Callflow/Routing → Simultaneous. Select up to 5 users. * Pro tips: * Ensure users keep Call Availability = ON and phones off DND. * Avoid very short ring time; allow 20–30s for a realistic pickup window. --- ### Balanced routing (round-robin) * What it does: Distributes calls evenly among available users in turn. * When to use: Fair workload distribution across a larger team; sales/SDR pods and support queues. * Configure: Manage → Departments → (Department) → Callflow/Routing → Balanced (Round-robin). * Pro tips: * Combine with Sticky Agent for returning customers (see below). * Monitor performance dashboards monthly to adjust team size. --- ## Advanced variants (via IVR/conditions) ### Time-based routing * Route by business hours, shift windows, or holidays. Example: Day shift → Sales Pod A; Night shift → After-hours team/voicemail. * Configure: Manage → Design Callflow → IVR/Conditions → Time-based branches; set Working Hours/Holiday rules. --- ### Location-based routing * Route by the caller’s region/circle to the nearest branch or regional team. * Configure: Manage → Design Callflow → IVR/Conditions → Location-based rules; map regions to Departments. --- ### Contact-based routing * Personalise routing using CRM/contact attributes (e.g., VIP, existing customer → Account Manager team). * Configure: Manage → Design Callflow → IVR/Conditions → CRM/Contact rules; map conditions to Departments. --- ### Sticky Agent routing * Reconnect returning callers to the same agent they spoke with previously to improve continuity. * Configure: In the Department/Callflow settings, enable Sticky Agent (where available). Use Balanced as the base distribution. --- ## Step-by-step: Choose or change a routing method 1. Sign in to MyOperator. 2. Go to Manage → Departments and select the target Department/Team. 3. Click the three dots, then Edit, then open Callflow / Routing under Department settings. 4. Choose Serial, Simultaneous, or Balanced (Round-robin). 5. If Serial, drag-drop to set agent order. If Simultaneous, select up to 5 users. 6. Set ring time = 20–30s; confirm Call Availability is ON for listed users. 7. (Optional) Enable Sticky Agent and/or add Time/Location/Contact branches in Design Callflow. 8. Save, then place test calls to validate behaviour. ![Choosing a routing method](https://content.api.getguru.com/files/view/4cd2d5cc-6641-4c65-850e-89b2978499ab) --- ## Quick comparison table | Method | How it distributes | Best for | Notes | | ---- | | Serial | A → B → C (ordered sequence) | Escalation/priority models | Use drag-and-drop; set 20–30s ring time. | | Simultaneous | Ring all selected at once (up to 5) | Fastest answer | Ensure Availability = ON; avoid too short ring time. | | Balanced (Round-robin) | Next available user in turn | Fair workload | Combine with Sticky Agent for repeat callers. | | Time-based | Branch by shifts/hours/holidays | After-hours/24×7 coverage | Configure in Design Callflow. | | Location-based | Route by caller region/circle | Multi-region teams | Map regions → Departments. | | Contact-based | Route by CRM/VIP flags | Account ownership | Needs contact/CRM integration. | | Sticky Agent | Return to the last-handled agent | Continuity/CSAT | Works best with a Balanced base. | --- ## Best practices * Define goals first: Speed vs fairness vs ownership continuity. Choose the method that aligns. * Right-size teams: Too few users on Simultaneous can create missed calls; too many on Serial can slow pickup. * Ring-time discipline: Keep 20–30s; shorter windows cause avoidable misses. * Availability hygiene: Train agents to keep Call Availability = ON when ready to receive calls. * Test after changes: Make 2–3 test calls after any routing edit. * Review monthly: Check call distribution/SLAs; tweak methods or team composition accordingly. --- ## What success looks like * Calls are answered within the target SLA and distributed according to plan (fastest/fair/owned). * Missed calls drop after adjusting ring time and availability. * Returning callers reach their previous agent when Sticky Agent is on. --- ## Troubleshooting & edge cases * No one is ringing in Simultaneous — Verify you selected ≤ 5 users, all with Availability = ON. * Uneven load in Balanced — Check if some users are Unavailable or on DND; round-robin only includes available users. * Serial feels slow — Shorten the list or move high-availability users to the top; ensure ring time is reasonable (20–30s). * Peak-hour misses — Add users to the Department, raise ring time slightly, or use Simultaneous during peaks. * Post-change anomalies — Place test calls, then review Call Logs to confirm routing behaviour. --- ## Still stuck? * Share 2–5 recent call IDs (timestamp, last 4 digits, department) with [Support](mailto:support@myoperator.com) for analysis.