Configuring Call Distribution Among Bitrix24 Managers
Call distribution is a specific case of routing with a focus on individual employees. It is important to distinguish: routing determines which queue/group the call goes to, while distribution determines who specifically within the group receives it. Both settings affect load balancing and response speed.
Distribution Strategies
Round-robin. Each next call goes to the next manager in the list. The first manager received a call — the next call goes to the next manager. The simplest and fairest strategy when all operators have equivalent qualifications.
Least busy. The call goes to the manager with the fewest active or completed calls for the shift. Balances the load when work intensity varies.
Skill-based routing. Each manager is assigned skills (languages, products, regions). An incoming call is routed to the manager with the required skill. In Bitrix24 this is implemented via multiple queues (one per skill/direction) or via custom logic in an external PBX.
To the responsible manager. If the client is already assigned to a specific manager in the CRM — the call goes directly to them, bypassing the general distribution.
Configuring Priorities Within a Queue
Within a queue, manager priorities can be set. The manager with the highest priority receives the call first — only if they are busy does the call go to the next in priority order.
This is convenient for a "senior manager + trainee" scheme: first try the senior manager, if busy — the trainee.
Limiting Manager Load
Bitrix24 allows limiting the number of simultaneous calls per manager. By default — one active call. For managers with multiple lines (e.g., working with several clients) this can be increased.
Setting: "Telephony" → "Settings" → "Employees" → "Maximum simultaneous calls" parameter.
Monitoring Distribution
In the "Telephony" → "Statistics" section you can see:
- Number of calls per manager for a period
- Average response time
- Number of missed calls per employee
This allows evaluating the evenness of distribution and identifying overloaded or underloaded managers.
Configuring call distribution within an existing telephony setup: 1–3 hours. Building from scratch with skill-based routing and priorities — 4–8 hours.