Dance of the Deer Foundation Inc.

Agreed, simultaneous call routing is something required for small teams.

For example, we have one primary support agent, who answers the majority of calls with 2-3 other team members who are able to answer a call if the primary agent is on a call or working on something else when the call is received. And a manager is able to get a call if nobody else is available.

With only the round robin implementation, the Manager becomes the first agent in the call routing, since they would answer the least amount of calls, then the next tier, and finally it rings the primary support agent, who has been "available" the least amount of time because it is their job to answer the majority of calls. By this time the caller has been on hold for far too long. You can see how the round robin option causes major problems for small teams where there is a primary person to answers calls, with other team members also available to do so, but who should not be the first option for calls to be routed to.