In modern contact centers, ensuring every support agent gets an equal share of inbound calls can be a game-changer for team morale and customer satisfaction. Implementing random call routing helps eliminate unconscious bias, prevents agent overload, and balances workloads automatically. With Freshcaller, you can set up random distribution in just a few clicks—no complex configurations or extra hardware required.

Why random call routing matters

When calls arrive unevenly, some agents stay idle while others face constant pressure. A random distribution algorithm delivers incoming calls to available agents in unpredictable order, ensuring:

• Balanced workloads: Every agent gets a fair chance to handle calls, preventing burnout.
• Improved response times: Calls never bottleneck with the same set of agents.
• Enhanced morale: Teams feel confident that assignments are impartial.

Core capabilities of Freshcaller’s random routing

• Cloud-based flexibility: Access your contact center from anywhere, set up random routing instantly without on-premise equipment.
• Drag-and-drop flow builder: Design inbound call flows and toggle random assignment on or off for any queue.
• Advanced IVR integration: Combine phone trees with random distribution to direct callers through menus before randomly landing with an available agent.
• Real-time dashboards: Monitor how random routing impacts wait times and agent utilization, with live metrics at your fingertips.
• Carrier options: Bring your own carrier or buy numbers from 90+ countries and still leverage Freshcaller’s random routing logic.

Benefits of adopting random call routing

• Consistent service levels: No more “favorite” agents getting all high-priority inquiries—everyone steps up equally.
• Lower abandon rates: Faster connections reduce caller hang-ups and improve satisfaction.
• Transparent performance reviews: With even call distribution, metrics accurately reflect each agent’s skills.
• Scalable growth: As your team expands, Freshcaller’s random routing scales seamlessly—no extra setup needed.

Step-by-step: Enable random call routing in Freshcaller

1. Log in to your Freshcaller account and navigate to Admin Settings > Inbound Routing.
2. Create or edit a call queue, then select Random Agent under the routing algorithm.
3. Adjust fallback rules—if no agent is free within X seconds, redirect callers to voicemail or another queue.
4. Save your flow and test by placing a call; you’ll see calls land with different agents each time.

Real-world impact

One e-commerce brand reduced average wait times by 25% after switching to random call routing in Freshcaller. Agents reported more evenly distributed workloads, and the support manager gained clear visibility into team performance through built-in analytics.

Extend value across channels

Freshcaller integrates seamlessly with Freshdesk tickets. If a support call becomes a complex issue, convert it to a ticket in a single click. Continue follow-up via email or chat while the agent roster remains balanced by random routing logic.

Ready to distribute calls fairly?

Experience effortless random call routing and unlock smoother customer service workflows. Try Freshcaller Free for 14 days Today and see how balanced call distribution transforms your team’s efficiency.