Round Robin assignment

Hi 1263082080589,

I would love to also ignore tickets based on tier for capacity. Our current setup is hard to use the omnichannel as designed because the only thing i want to count for capacity is tickets created and in certain tier. 

Best,

Hi

We have it on our roadmap to implement round robin  - awaiting confirmation of expected release date

When can we get round robin enabled for omnichannel routing? We did some testing with our team this week and capacity routing does not work for us. The support leaders specifically ask for round robin as it's a more fair approach to ticket assignment. 

Hi Jean

Work will start on this mid Q3, I am awaiting an effort estimate so cannot give a specific GA date yet

Hi there 1263082080589 I would just like to follow up on the release of option 2 here in your post:

2) Round robin: this option when enabled will not check who has the highest spare capacity but instead will use a round robin methodology, i.e. whoever has not been assigned a ticket in the longest time will be assigned the next ticket. It will respect the max capacity of an agent though (which is in line with what you described above). However, it will not implement the ability to define the max capacity of an agent in terms of number of tickets they can be assigned per hour or per day (as the Round Robin app does). This is a more complex change.

Is this still on course and if so, are we closer to getting an exact ET for this release?

Changed back to Planned

Barry, why is this post marked as Complete, when round-robin assignment is not supported via the current omni-channel routing. Please mark this post as Incomplete again.

Thank you, Barry!

Hi Elisa,

We have two things that we are targetting in Q2 2024 that may help you:

1) % spare capacity: calculating spare capacity on a % basis rather than as a number. e.g. one agent has max capacity of 10, the other 2. If the former agent has 8 assigned tickets and the latter 1, then the former agent today has a higher spare capacity (2 vs. 1). However % spare capacity option if turned on will have the latter agent having 50% spare capacity and the former only 20% , so the former will get the next ticket

2) Round robin: this option when enabled will not check who has the highest spare capacity but instead will use a round robin methodology, i.e. whoever has not been assigned a ticket in the longest time will be assigned the next ticket. It will respect the max capacity of an agent though (which is in line with what you described above). However, it will not implement the ability to define the max capacity of an agent in terms of number of tickets they can be assigned per hour or per day (as the Round Robin app does). This is a more complex change.

Barry

Hi Barry!

I'm not Elisa, but I think that the idea of Round Robin is to play tickets for each agent in turn as long as they reach full capacity. When the first round is completed the next round can start with those agents who still have spare capacity left. If others get free capacity, before the round is completed, they are back again when the the next round starts. It does not need to be more complicated that that. 

Now this current way to push the tickets to person with the most capacity causes multiple issues for us too. Our workload varies a lot, so we have spare capacity "for the rainy day". Now when Zendesk tries to fill this spare capacity up, other agents, with smaller capacities can't get tickets at all.