Understanding Ticket Assignment

This document explains how our Round Robin and Load Balancing ticket assignment algorithms work, their benefits, and when to use each one.

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Assignment Algorithms

1. Round Robin Assignment:

Round Robin assigns tickets to agents in a circular manner, ensuring each agent receives an equal number of tickets over time.

Example: If there are three agents (A, B, C) and five tickets:

• Ticket 1 goes to Agent A

• Ticket 2 goes to Agent B

• Ticket 3 goes to Agent C

• Ticket 4 goes to Agent A

• Ticket 5 goes to Agent B

Benefits of Round Robin:

• Fair Workload Distribution: Ensures each agent receives an equal share of tickets.

• Predictable Assignment: Agents can anticipate their workload more easily.

• Simplicity: Easy to implement and understand, without complex decision-making processes.

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2. Load Balanced Assignment:

Load Balancing assigns tickets based on the current workload of each agent, ensuring no single agent is overwhelmed.

Example: If there are three agents (A, B, C) with different workloads and five tickets:

• Agent A has 2 tickets, Agent B has 5, and Agent C has 7.

• Ticket 1 goes to Agent A (3 total)

• Ticket 2 goes to Agent A (4 total)

• Ticket 3 goes to Agent A (5 total) [A: 5, B: 5, C: 7]

• Ticket 4 goes to Agent A (6 total) [A: 6, B: 5, C: 7]

• Ticket 5 goes to Agent B (6 total) [A: 6, B: 6, C: 7]

• Ticket 6 goes to Agent A (7 total) [A: 7, B: 6, C: 7]

• Ticket 7 goes to Agent B (7 total) [A: 7, B: 7, C: 7]

• Ticket 8 goes to Agent A (7 total) [A: 8, B: 7, C: 7]

• Ticket 9 goes to Agent B (8 total) [A: 8, B: 8, C: 7]

• Ticket 10 goes to Agent C (8 total) [A: 8, B: 8, C: 8]

Benefits of Load Balancing:

• Balanced Workload: Distributes tickets based on current load, preventing agent overload.

• Efficiency: Ensures agents are utilized to their fullest capacity.

• Adaptability: Adjusts to changing workloads and agent availability in real-time.

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Round Robin vs Load Balancing

Feature	Round Robin	Load Balancing
Pros	Fair workload distribution	Balanced workload
	Predictable assignment	Efficient use of agent capacity
	Simple to understand and implement	Adapts to real-time changes
Use Cases	Agents have similar skills	Agents have varying workloads
	Fairness and predictability are important	Preventing agent overload is crucial

3. Centralized Assignment Management Page

This central page allows for easier management and oversight of ticket assignment settings.

However, users can still define assignment logics at the inbox level, providing the flexibility to tailor assignment methods to specific needs.

Centralized Management Benefits:

• Simplified Configuration: Manage all assignment settings from one place.

• Flexibility: Customize assignment logic for each inbox while maintaining overall control.

• Efficiency: Easily switch between Round Robin and Load Balancing as needed.

We believe these updates will enhance your ticket management experience by providing fairer workload distribution and more efficient ticket handling.

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Defining the Assignment Logic

1

Navigate to the settings section in the CRM.

2

Open "Ticket Assignment."

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Here you will find the option to define the assignment process (Automatic vs. Manual) for each inbox.

4

Under Automatic Assignment logic, the user can choose the algorithm as per their use case: Round Robin or Load Balancing.

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Finally, the user also has the option to define whether automatic assignment should take place only when agents are online or even if they are offline.

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Refer to the following link for video demo:

How to assign tickets

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How to select the assignment logic as per the use case?

Use Case	Agent Type	Assignment Logic	Configuration
Tickets are assigned to agents who are online in a cyclic order (without considering the current status of their concurrency status). Assignment stops if the agent is offline or their concurrency is filled.	Support Agent	Round Robin	Online Only
Tickets are assigned to agents in a cyclic order (without considering the current status of their concurrency status) regardless of their online or offline status and the	Support Agent	Round Robin	Online and Offline
Tickets are assigned to agents such that the agent with the lesser number of tickets is assigned new tickets. The agent with the greater number of tickets is not assigned new tickets until the other agents have the same number of tickets.	Support Agent	Load Balanced	Online Only
Tickets are assigned to agents such that the agent with the lesser number of tickets is assigned new tickets regardless of their online or offline status.	Support Agent	Load Balanced	Online and Offline
Agents are supposed to keep tickets in an open state for a longer duration to increase the probability of conversion. Tickets are assigned in a cyclic manner without considering the number of assigned tickets.	Sales Agent	Round Robin	Online Only
Agents keep tickets in an open state for longer durations to increase the probability of conversion. Tickets are assigned in a cyclic manner regardless of the number of assigned tickets.	Sales Agent	Round Robin	Online and Offline
Technical issues require immediate attention. Tickets are assigned to the agent with the least number of tickets currently, ensuring quicker resolution.	Technical Support Agent	Load Balanced	Online Only
Technical issues need to be addressed promptly. Tickets are assigned to the agent with the least number of tickets, regardless of their online status.	Technical Support Agent	Load Balanced	Online and Offline

See this video to know more about managing ticket assignment

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FAQ's

What should I consider before choosing between Round Robin and Load Balancing for my team?

Consider factors like team structure, ticket volume, urgency, and the skills of agents. Use Round Robin if the team has equal capacity and skills, and fairness is the priority. Use Load Balancing if agents have varying workloads or skills, or if resolving tickets efficiently is critical.

What is the difference between Round Robin and Load Balancing algorithms?

Round Robin assigns tickets to agents in a cyclic order, ensuring fairness and predictability. Load Balancing assigns tickets based on the agent's current workload, ensuring efficiency and preventing overload.

How does Round Robin handle concurrency limits if an agent is already managing too many tickets?

Round Robin doesn’t consider an agent’s current workload. It assigns tickets in a cyclic order, which might result in overloading agents if concurrency settings aren’t monitored.

What happens when all agents in a Load Balancing configuration have equal workloads?

If all agents have equal workloads, the algorithm typically defaults to assigning tickets in a cyclic order, starting from the next available agent, ensuring no downtime in ticket handling.

What if a ticket needs immediate escalation and the assigned agent is unavailable in a Load Balancing setup?

If the assigned agent is unavailable, you can create an escalation workflow in the system to reassign the ticket to the next agent with the least workload or manually intervene to handle the escalation.

How does the "Online and Offline" option in Load Balancing impact agent workload distribution?

When using "Online and Offline," tickets can be assigned to offline agents, potentially leading to a backlog when they return online. This configuration is best used when immediate assignment is critical, regardless of agent availability.

How can I prevent overloading certain agents in a Round Robin setup?

Use concurrency settings to limit the number of tickets each agent can handle. Alternatively, consider switching to Load Balancing, which dynamically adjusts assignments based on current workloads.

Can I customize how tickets are balanced in Load Balancing?

Yes, you can pair Load Balancing with additional automation rules to prioritize tickets based on agent expertise, ticket urgency, or SLA requirements, providing a tailored workload distribution.

Can agents manually reassign tickets assigned by Load Balancing or Round Robin?

Yes, agents or admins can manually reassign tickets. However, frequent manual intervention might indicate that the selected algorithm or configuration needs refinement.

What metrics can I track to evaluate the effectiveness of my assignment algorithm?

Track metrics like agent workload distribution, ticket resolution time, agent response time, and SLA compliance. These will indicate whether the chosen algorithm is meeting your team's objectives.

What happens if I switch from Round Robin to Load Balancing mid-operation?

Ongoing tickets remain with their assigned agents. The new algorithm will apply to all future assignments, ensuring a seamless transition without disrupting existing workflows.

Can I customize assignment settings for different inboxes?

Yes, assignment logic can be customized at the inbox level, allowing you to tailor settings for each team or process while managing all configurations centrally.