Round-Robin Assignment
Overview
Automatically distribute new conversations among available agents.
Setting Up
Inbox Level
- Go to Settings → Inboxes
- Select inbox
- Enable Auto Assignment
- Choose assignment logic
Team Level
- Go to Settings → Teams
- Edit team
- Enable Auto-assign
Assignment Logic
Round Robin
- Cycles through agents
- Equal distribution
- Considers agent capacity
Load Balanced
- Considers current workload
- Assigns to least busy agent
Agent Availability
Only assigns to agents who are:
- Online status
- Not at capacity
- Member of inbox/team
Best Practices
- Set reasonable capacity limits
- Monitor distribution metrics
- Adjust based on workload patterns