How to Choose the Correct Calls Distribution

When you create a call queue in the Squaretalk Platform, you must choose a Call Distribution Type.

This setting controls how incoming calls are assigned to agents and directly impacts:

This guide explains each distribution type and when to use it.

Where to Configure Call Distribution

Call Distribution Types	Explanation
To everybody (Ring All)	All available agents ring at the same time until someone answers. ⚠️ Important note: If 10 agents ring and 1 answers, Squaretalk records: 1 answered call 9 missed calls (for the agents who didn’t answer)
Evenly (Round Robin)	Calls are distributed one by one in a fixed order. Each agent receives calls in rotation, ensuring a balanced workload.
Least Recently Called	The system rings the agent who has not received a call for the longest time. This keeps call distribution fair, especially in busy environments.
Ring Agent with Fewest Calls	Calls go to the agent who has handled the fewest calls that day. This helps balance workload based on actual performance volume.
Random Select Extension / Agent	Squaretalk randomly selects an agent for each call. This provides a less predictable distribution and spreads calls naturally.

Choosing the Best Distribution Type (Quick Recommendations)

Goal	Recommended Type
To everybody	Fastest answer time
Evenly	Equal rotation
Least Recently Called	Fair distribution based on time
Fewest Calls	Balance based on call volume
Random	Flexible/unpredictable distribution

Done 🎯

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