The method of routing prior to January 25th, 2017 was Circular.
The Circular method of routing imposed a lot of challenges for both, the system and the users. Therefore, with the interest of improving the service quality for all the users, the Circular method of routing will now change to Balanced Routing.
This will help in:
Distributing calls uniformly among users: Every time a new caller calls, each user has an equal chance of receiving the call as the calls will not be distributed in a circular way or on a priority basis.
Handling call volume with ease: The calls distributed do not follow any hierarchy so the burden of large call volume doesn’t fall on a particular user. Each user gets an equal load of the calls received.