Queue ring strategies

The ring strategy decides which agent rings, when, and how many at a time. Pick the strategy that matches how your team actually works.

Available strategies

• Ring all — every available agent rings at once. Fastest pickup. Best for small teams or VIP queues.
• Least recent — rings the agent who answered a queue call longest ago. Spreads work evenly.
• Fewest calls — rings the agent who has handled the fewest queue calls today. Good for keeping totals balanced.
• Random — picks an available agent at random.
• Round robin — cycles through agents in order. Predictable, easy to explain.
• Linear — always rings in the same priority order (top of the list first). Use when you have a clear escalation tier.
• Skills-based — only rings agents whose skill tags match the queue's requirement. Pairs with the Skills setting on each agent.