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Round Robin assignment

Planned


Posted May 28, 2009

It would be nice to be able to setup an Automation or a Trigger that \*automatically\* assigned new / unassigned / or tickets in a praticular group to an agent using a Round Robin algorithm.  We currently use an APEX app in SalesForce that does this.  I am using the Zendesk suggestion of a "First Line" group where an agent can then assign those tickets to another agent.  \*But\*, our other help desk operators are greatly suspicious of any human that tragically chooses to play that "assigner" role and inevitably plot their demise. If this type of automation is possible using the exiting features, please do share.  :-)

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157 comments

Hi Sys Admin, I've literally been waiting over 10 years for this basic function. I have no feedback that it's available as of yet.

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Barry Neary

Zendesk Product Manager

Hi

 

Omnichannel routing currently has round robin as a routing option. If you select it, then rather than giving the ticket to the agent with the highest spare capacity, it will select the agent who has not received a ticket in the longest time. It will still respect the agents max capacity for that channel

 

Barry

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Gary Halberstadt Thank You for the honest input - can you by chance recommend any add-on products that better suit what customer service teams actually need in this matter?

 

Barry Neary you say “it will select the agent who has not received a ticket in the longest time” this makes no sense, at least in our use case, and as it appears from the comments in this thread to many others as well. It would be so logical to make it possible for configuration like this: 

Agent has less than 3 open tickets - assign next 5 tickets 

 

Barry Neary can you confirm wether or not we can expect further development here in Q1 or Q2?

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Barry Neary

Zendesk Product Manager

Hi Yvonne P. 

When you say ‘Agent has less than 3 open tickets - assign next 5 tickets ’ what exactly is the logic you are looking for?

 

Lets say the agent is one of several who are online in the group, presumably you want the tickets that are in the queue to be distributed to each of the agents on a round robin basis (rather than given one of the agents who has 3 open tickets to receive the next five from queue)?

 

I think we may be getting confused between ‘I want to distribute the tickets based on the round robin methodology’ vs. ‘I want OCR to work in the same way the third part round robin app does’.

 

Barry 

 

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Hi Yvonne P. . We are currently stuck with a custom Google compute script that uses an Excel spreadsheet in the back-end. Far from ideal. You can also use the Round Robin app (https://www.zendesk.com/marketplace/apps/support/58316/round-robin/) but why we should have to pay for a separate add-on to support this is beyond me.

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Barry Neary Thank You for your response. I am getting the slight feeling I have to apologize here, as I am starting to feel that indeed there has been loads o misunderstandings on this topic for me. Just found this article, and now it is all starting to make a little more sense. 

 

https://support.zendesk.com/hc/en-us/articles/4776409839770-Creating-capacity-rules-to-balance-agent-workloads#comments

 

In all honesty sometimes with the huge amount of info in this help center, it's tricky to find the most valid and up to date info. Could you please let me know, if there is any article on best practices for OCR outside of the one above, or perhaps video tutorials training on this, with all up to date info?

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Barry Neary

Zendesk Product Manager

Hi Yvonne P. 

 

Do you have specific questions that we can help with?

 

Barry

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