What are the different methods of Call routing/distributing call volume available in MyOperator?
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, and Sticky Agent (send returning callers back to the same agent). Configure these in Manage → Departments → (Select Department) → Callflow / Routing.
Who is this for?
Admins and supervisors who manage Departments/Teams and want predictable, fair, or fast call distribution based on business goals.
Before you start (prerequisites)
- You can sign in to the MyOperator dashboard as Admin/Super Admin.
- Your Departments and Users are created, mapped, and active.
- 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.
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
- Sign in to MyOperator.
- Go to Manage → Departments and select the target Department/Team.
- Click on three dots, then Edit, then Open Callflow / Routing under Department settings.
- Choose Serial, Simultaneous, or Balanced (Round‑robin).
- If Serial, drag‑drop to set agent order. If Simultaneous, select up to 5 users.
- Set Ring‑time = 20–30s; confirm Call Availability is ON for listed users.
- (Optional) Enable Sticky Agent and/or add Time/Location branches in Design Callflow.
- Save, then place test calls to validate behaviour.
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. |
Sticky Agent | Return to the last‑handled agent | Continuity/CSAT | Works best with a Balanced base. |
Best practices
- Define goals first: speed, fairness, and 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; adjust methods or team composition as needed.
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 for analysis.
Updated on: 08/04/2026