What is Round Robin Routing?
“Round robin” is just the mechanism for how we pick who a chat gets routed to - specifically there’s an internal sequence among team members that we follow, where we look for the first available person in that sequence, and remember where in the sequence we left off. When the next round robin for that team happens, we pick up from where in the sequence we left off, once again looking for the first person. And of course when we get to the end of the sequence we go back to the start.
Sometimes it seems as if routing is broken, or that one person is getting routed more chats than another person. This usually isn't the case, but there are a few things to check to understand how routing works and how your team is getting assigned chats.
The first thing to understand is how chats circulate via a round robin method.
In the backend of Drift, each teammate is assigned an internal ID when they are added. Routing works in ID numerical order and based on the availability of your teammates.
In the example above, Saalik gets routed into a chat #1. Then when Chat 2 comes in, note that Tyler is marked unavailable, so the chat goes to Taylor.
When Chat 3 rolls in, Drift starts back at the top of the list and since Saalik is available, he gets routed in.
This can explain why some agents get more chats in a round robin.
Along with the above there are also some factors that can contribute to an agent getting less chats than others:
- Chat length is longer - this person could be in chats longer and not making it to the next route
- Logged in - check the Activity log to see if they were logged in and that their status was set to "available" at the time the route occured.
- Re-route - if you have a time limit set to respond to a chat and the first agent routed in doesn't respond in that time it could get routed to another agent
- Chat limit - if an agent is at their chat limit at the time of the route they will be considered "unavailable" and no chats will be routed to them until they are no longer at their chat limit.
Additional Places to Check
There are a few more steps you can take to understand or tweak your routing.
First, check your routing condition to determine why someone was routed in. The routing conditions can be found in your conversation routing settings at Settings > App Settings > Conversation routing.
For further details on this screen, check out our conversation routing doc here.
If all your convo routing skills and rules look set, the next thing to check is your Team settings at Settings > Organization Settings > Teams and ensure the person who was supposed to be routed in is both on your team, and is available.
You can also check your Teammate Activity log by navigating to Settings > Organization Settings > Manage Teammates and then clicking the ellipsis and selecting View Activity Log to see if your teammates were available at the time the customer was routed.
To learn more about the Activity Log, check out our help doc here.
If you need some further help understanding how routing works, feel free to contact us at email@example.com and we can help answer any questions you may have.