What kinds of limits are supported?
In Round Robin you can limit the number of tickets assigned to an agent in two ways: The first one is to limit the number of open tickets (only open tickets) in the agent's backlog. For example, if you specify the limit of 10 - the app will not assign tickets to an agent if one already has 10 open tickets. The second one is to limit the number of tickets assigned to an agent per time period. For example, if you specify the limit of "3 in 30m" - the app will not assign tickets more than 3 tickets in the 30 minutes. You can specify a global limit, which affects all agents, individual limits for specific agents, queue limit, tag limit. The global limit is set for all your agents by default. You can override the Global limit for specific agents by setting individual limits. The queue limit and tag limit are applied for each agent - the app will not assign any more ticket that is specified in the limit field.
What is the time period limits calculation algorithm for time-based limits?
For time-based limits, Round Robin uses a floating time frame calculation algorithm for agent ticket limiting.
The agent limits work as follows. Let the agent has a limit of "40 in 24 h".
This means - no more than 40 tickets for 24 hours from the CURRENT time point.
For example, let's tickets had been assigned to an agent from 8:00 in the amount of 5 tickets in an hour.
At 16:00 the agent will have 40 tickets in the last 24 h the limit will be exhausted.
After that, no tickets will be assigned to the agent up to 8:00 next day.
Next day at 8:00 the agent will have 40 tickets in the last 24 h starting from the time point.
At 8:00 5 tickets can be assigned to the agent, at 9:00 10 tickets can be assigned, and so on.
Is it possible to set a maximum ticket amount per time period?
Yes, it is possible. You can set the period in hours or in minutes. Click here to learn more.
Is there a way to add a rule that can limit ticket distribution if an agent currently has X number of open tickets?
Yes. You can limit the number of open tickets in agents' backlog. For example, if you specify the limit of 5 - the app will not assign tickets to an agent if one already has 5 open tickets.
Is the app take manually assigned tickets into account for limit calculation?
Yes, for limits based on the number of open tickets in the agent's backlog. No, for limits based on time period.
I have two agents and I want to assign the tickets in these percentages: 75% - 25%, is it possible to do it using Round Robin?
There is no way to do that directly. You can achieve this approximately by using the agents' individual limits. For example, let's receive 96 tickets per 8 hours on average. That is 12 tickets per hour. So if you set the limit "9 in 1h" for the first agent and "3 in 1h" for the second you approximately achieve the desired distribution.