Announced on | Rollout starts | Rollout ends |
September 9, 2024 | September 9, 2024 | September 16, 2024 |
Zendesk is pleased to announce the ability to use round robin assignment for tickets from email, messaging, and calls.
This announcement includes the following topics:
What is changing?
Omnichannel routing has always defined agent availability based on their status and spare capacity. To be eligible to be assigned work through omnichannel routing, an agent must have both an eligible status for the channel as well as spare capacity for the channel.
Originally, omnichannel routing was designed to assign work to the available agent with the highest spare capacity for the channel.
Now, you can choose between this standard capacity-based assignment method and round robin assignment. When you turn on round robin assignment, omnichannel routing looks at the time elapsed since the agent was last assigned work from that channel rather than how much spare capacity the agents have. Agents still must have an eligible status and some amount of spare capacity to be assigned work when round robin in configured.
See Using round robin routing for email, messaging conversations, and call tickets and Managing your omnichannel routing configuration.
Why is Zendesk making this change?
Many Zendesk customers believe that the round robin methodology is a fairer way to distribute tickets to their agents than the current capacity-based method. Although the capacity-based method is designed to load balance across agents, but could be perceived as penalizing agents who work through their tickets most efficiently and therefore receive significantly more work than less efficient agents. The addition of this new option enables admins to decide which method works best for their agents.
What do I need to do?
No action is required. This feature is being rolled out to all accounts with omnichannel routing. To begin using round robin assignment, open your routing configuration and update the assignment method.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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