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Using round robin routing for email, messaging conversations, and call tickets



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Jacquelyn Brewer

Zendesk Documentation Team

Edited Sep 13, 2024


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13 comments

Awesome!, When this feature will be released to all accounts?

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Awesome!, When this feature will be released to all accounts?

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Kris

Zendesk Luminary

Is it possible to use Round Robin for some agents/groups and capacity for others?

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Where is the Round Robin Method.I cannot find it under the Assignment method, because there is no Assignment method option in anywhere.

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Hi, There is no any Assignment method option under the Routing configuration.Is it a bug?

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Jacquelyn Brewer

Zendesk Documentation Team

Hi Mohamed Hosny and Muhammet Hasan Güngör. This feature is currently in the process of being rolled out. All accounts with omnichannel routing should have this feature by September 16. See the announcement for the latest information about the rollout. 

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Jacquelyn Brewer

Zendesk Documentation Team

Kris Like many omnichannel routing configuration settings, this is currently only able to be set at the account level. However, this is great feedback for the product team. Feel free to re-post your comment in the community, where we collect and manage customer feedback and feature requests.

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I did some testing on this round robin functionality in our sandbox. We created 11 tickets, and then changed the Agent Status to Online for 1 agent. He immediately got 10 of the tickets assigned to him, and the second agent who logged in a few minutes later got the last ticket. Would it be possible to change this behavior? No one wants to be the first one to log in when they get so many tickets up front. 

Ideally there needs to be some config option to limit the amount of tickets distributed for each round robin iteration (or per hour), or as a minimum change the invisible threshold of 10 tickets, to another, lower, number.

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I have the same issue as Morten, we have some people that start earlier than others, but it means that the first person to log in in the morning, gets all the tickets that came in overnight. There needs to be an option similar to how it works in the Round Robin app, where you can set a limit like ‘5 per hour’ so that it keeps it fair when agents have staggered start times. 

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Barry Neary

Zendesk Product Manager

Hi Morten Frisch & Steven Hampson 

 

You can reduce the agent's maximum capacity so that they receive a few amount of tickets. We are looking at defining max capacity in terms of tickets per hour rather than the way it is now, which is the maximum amount of open tickets that can be assigned to an agent at any one time

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Thanks Barry! We did consider reducing the maximum capacity but that doesn't work well either because we still want all tickets assigned within a certain timeframe. And if we set the early starters to a lower capacity than others, it means the people that start later will get more overall. We are doing trials and will continue to monitor and modify the capacities but having a limit per hour would remove a major barrier for us in going all-in with the Zendesk native routing. Thanks for considering it :)

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Is there a way to have for example… A group of 5 agents. Where agent 1 and agent 2 receive calls… then if both agent 1 and agent 2 are on the phone…. agent 3, 4 or 5 get the call? I'd like to have agent 1 and 2 receive all calls first if available then it go to the rest if not the next agent available… 

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Barry Neary

Zendesk Product Manager

Hi Crystal Cisneros 

You could this using routing queues, but you would need to have agents 1 and 2 in a seperate group which is the primary group for the call routing queue and then the secondary group contain agents 3,4 and 5. The calls would only go to the secondary group if the primary one were not available

cc: Jenny Gillett 

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