When a routing rule has multiple agents assigned, the distribution mode determines which agent receives each call. SureConnect supports three modes.
Priority
Agents are sorted by their priority number (0–100, higher = first). The highest-priority available agent always gets the call.
- Best for teams with clear seniority or performance tiers.
- Senior agents handle the bulk of calls; junior agents only receive overflow.
- Simple to understand and configure.
Round-Robin
Calls are distributed evenly across agents in rotation. After Agent A receives a call, the next call goes to Agent B, then Agent C, and so on.
- Best for teams where all agents have equal skill and you want fair load distribution.
- SureConnect tracks the last routed agent per rule to maintain the rotation across calls.
- If the next agent in rotation is unavailable, SureConnect skips to the next available agent.
Weighted
Each agent has a weight assigned within the routing rule. Calls are distributed randomly but proportionally to each agent's weight.
- Best for gradual load balancing (e.g., 70% to experienced agents, 30% to trainees).
- Over time, call distribution matches the configured weights.
- Individual calls are still random — weights influence probability, not strict order.
Comparison
| Feature | Priority | Round-Robin | Weighted |
|---|---|---|---|
| Distribution pattern | Always highest-priority first | Even rotation | Proportional random |
| Best for | Tiered teams | Equal-skill teams | Gradual ramping |
| Configuration | Set agent priority (0–100) | No extra config | Set weight per agent |
How to set the distribution mode
- Open your campaign and go to Routing Rules.
- Edit the routing rule (or create a new one).
- Select the Distribution Mode from the dropdown.
- Click Save.