Setting up call distribution among managers in Bitrix24
In a company with three sales departments and 15 managers, the workload was distributed chaotically: 40% of calls went to the two loudest employees, while the rest were idle. Clients waited 5–7 minutes, and churn reached 12% per month.
After setting up call distribution in Bitrix24 by skills and priorities, the average response time dropped to 15 seconds, and missed calls — from 30% to 2%. The result — an 18% increase in sales conversion over the quarter.
We solve the problem of uneven workload through fine-tuning queues and call routing. We use built-in Bitrix24 tools and external PBXs (Mango Telecom, Gravitel, Zadarma) with integration via REST API. Below are specific strategies and their implementation.
Why is even call distribution important for business?
Uneven workload leads to overloading some managers and idling others. The former burn out and make mistakes, the latter lose motivation. Missed calls are lost revenue. Based on our experience, after implementing proper routing, conversion grows by 15–20%.
A client should not wait more than 20 seconds — otherwise they go to competitors. Setting up distribution solves this task without adding new employees.
Which distribution strategies work in Bitrix24?
Round-robin
The call is forwarded to the next person in the list. Simple to implement, but does not account for workload. Suitable for a department with employees of equal qualification. In Bitrix24, it is configured in the queue without additional modules.
Least busy
The call goes to the manager with the fewest active dialogues. The algorithm analyzes current calls and completed ones over the last hour. It balances workload at different work intensities. Compared with round-robin, it provides more even load by 25–40% during peak loads.
By skills
A manager is assigned skills (language, product, complexity). The call is routed to the most suitable one. In Bitrix24, this is implemented through several queues — for example, a separate queue for English-speaking clients. This is 2 times more effective than round-robin in response speed for specialized requests.
To the assigned manager
If a client is assigned to a specific employee in the CRM, the call goes directly, bypassing the queue. It is configured in call processing rules. It eliminates repeated introductions and increases loyalty.
How to configure priorities and limits?
In the queue settings, a priority is set for each manager (from 1 to 10). The call first goes to the highest priority manager; if busy, to the next. The “senior + trainee” scheme: the senior handles complex issues, the trainee handles simple ones.
The limit of simultaneous calls is set in “Telephony” → “Settings” → “Employees”. By default it is 1; for experienced operators it can be increased to 2–3.
What to do if calls are distributed unevenly?
Use the “Telephony” → “Statistics” section: number of calls per employee, average response time, missed calls. If one manager is overloaded, adjust priorities or split skills. For complex cases, we connect real-time monitoring via Bitrix24 webhooks.
What is included in the work?
| Stage | What we do | Result |
|---|---|---|
| Analytics | We study current queues, workload, business processes | Distribution scheme for your scenario |
| Design | We choose a strategy (round-robin, by skills, to assigned manager) | Configuration of queues and priorities |
| Implementation | We configure Bitrix24 and PBX, tag skills | Working call distribution |
| Testing | We simulate calls, check evenness | Metrics report |
| Deployment and training | We deploy to production, instruct managers | Documentation and access |
Additionally, we provide:
- Documentation on queue and priority settings.
- Access to statistics monitoring.
- Training for managers on working with the new routing.
- Post-launch support for one week after launch.
Comparison of strategies
| Strategy | Evenness | Implementation complexity | Suitable for |
|---|---|---|---|
| Round-robin | Low | Low | Homogeneous groups |
| Least busy | High | Medium | Varying workload |
| By skills | Medium | High | Varying qualifications |
| To assigned manager | Not applicable | Medium | Personalization |
Basic setup within the existing telephony takes from 1 to 3 hours. If a rebuild from scratch is required taking skills into account — 4–8 hours. Cost is calculated individually and depends on complexity and number of queues.
How to avoid mistakes during setup?
- Do not use round-robin if managers have different qualifications — by skills is more effective.
- Make sure all managers are added to the queue and have correct priorities.
- Start with the simultaneous call limit = 1, then increase if necessary.
- Enable call recording for later analysis.
- Check statistics 2–3 days after setup and adjust.
Why choose us? 10+ years of experience with Bitrix24, more than 500 telephony setup projects. We guarantee even workload and fast response. Contact us for a consultation — we will evaluate your project and offer the optimal solution. Order setup and get even workload without losing clients.
Source: official Bitrix24 documentation