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Lisa Ringvall

Joined Feb 05, 2024

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Last activity Feb 15, 2024

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Latest activity by Lisa Ringvall

Lisa Ringvall commented,

Community comment Feedback - Ticketing system (Support)

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.

View comment · Posted Feb 15, 2024 · Lisa Ringvall

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Lisa Ringvall commented,

Community comment Feedback - Ticketing system (Support)

Any News?

View comment · Posted Feb 15, 2024 · Lisa Ringvall

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