Fine tuning

Load balancing for the time period

By default, Round Robin balances your agents' load by assigning the next ticket that arrives to the agent who has the greatest time period between the last ticket assignment and the new ticket. This is enough for most practical cases. However, it doesn't guarantee that your agents get an equal number of tickets for a day or for the week.

If you want to force this balance, you would do so by setting up a Load balancing period. Once setup, the app will balance the agents' load over the period you specify. For example, if you set it to 24 hours, the agents will all receive the same number of tickets in 24 hours time period.

1. Click Settings

2. Specify the desired setting in the Load balancing period field. For example "24h" or "75m".

3. Click Save

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