Round Robin assignment

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.

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

@gary25 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?

@barry14 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 

@barry14 can you confirm wether or not we can expect further development here in Q1 or Q2?

Hi @retourenstation 

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 

Hi @retourenstation . 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.

@barry14 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?

Hi @retourenstation 

Do you have specific questions that we can help with?

Barry

@barry14 Are there any workarounds on how to exclude certain groups that the agents are part of from the automatic assignment?
Use case: we have agents that are part of several groups and would like tickets to be auto-assigned in some of them (let's say Tier 1 groups), but in other groups (Tier 2 groups) the same agents have to pick up tickets manually (they have to be always Online).

@barry14  Are there any solutions if we want to exclude specific groups so agents in these groups will manually pick up tickets when their status is online, while tickets are being auto-assigned in other groups they are part of?

Use case: We have agents that handle both Tier 1 and Tier 2 tickets.  For Tier 1 tickets - messaging and emails, these tickets are auto-assigned, but the same agents are part of Tier 2 groups, in which they should be able to pick up tickets manually while they are online.
 

Hi @georgi12 

>Use case: We have agents that handle both Tier 1 and Tier 2 tickets.  For Tier 1 tickets - messaging and emails, these tickets are auto-assigned, but the same agents are part of Tier 2 groups, in which they should be able to pick up tickets manually while they are online.

You could use skills? So add tier 1 skill to tier one tickets and have the agents have that skill. Add tier 2 skill to ticket, but agents havent got that skill and hence these tickets wont be auto assigned to those agents, they will have to pick them up manually?