How to enable weighted call routing

Weighted ringing offers the following advantages to businesses who want to improve how they route calls:

Skill-based routing: You can assign weights based on agent skills and expertise. Agents with a higher score receive calls related to that topic.
Workload balancing: Weighted ringing helps distribute calls more evenly among agents, creating balanced workloads between agents.
Agent specialization: Help your agents specialize in a specific area so they can better handle complex inquiries.

Step 1. Go to Tracking > Call Flows.

Step 2. Click on the “+Add” button on the upper right corner.

Step 3. Click on the '+' plus button and select the 'Weighted' option from the right side menu.

Step 4. Click on 'Select Destinations' and add the numbers you need.

Step 5. Distribute the calls by adjusting the percentages.

Step 6. Once you have completed your call flow setup, go to Tracking > Numbers and assign the new call flow to your tracking numbers.

That’s a wrap! Now your calls will be distributed according to your preferences.

Updated on: 01/08/2025

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