Agent Hourly Assignment Limits and Active Backlog Limits

Introduction:

This article details the new "Agent Hourly Assignment Limits and Active Backlog Limits" feature, which allows administrators to define capacity constraints for individual agents within SupportLogic. This enhancement ensures balanced workload distribution and prevents agent overload, improving overall support efficiency.

Agent capacity limits

Feature Overview:

SupportLogic now provides the ability to set granular capacity limits for agents, controlling both the number of active cases in their backlog and the number of new cases assigned within a specified time frame. These limits are enforced by the system, ensuring agents are not overwhelmed and maintaining optimal performance.

Key Functionality:

• Agent Insights Update:

  • The Agent Insights page has been redesigned with a cleaner layout.

  • Capacity limit settings are now located alongside agent skills in the left panel.

• Active Backlog Limit:

  • This setting defines the maximum number of active cases an agent can have in their backlog.

  • Active cases are those with statuses that are not marked as "Closed."

• Hourly Assignment Limit:

  • This setting specifies the maximum number of new cases that can be assigned to an agent within a configurable time period (X hours).

  • The admin defines the "X" hours.

• ML Enforcement:

  • The SupportLogic machine learning (ML) engine treats these capacity limits as "hard stops."

  • Once an agent reaches either limit, the system will prevent further auto-assignments.

• Round Robin Support:

  • The new capacity limits are also considered for Round Robin assignment.

  • Agents who have reached their limits will be excluded from Round Robin assignments.

• Manual Assignment Indicators:

  • For manual assignment, agents who have reached their limits will be shown as unavailable.

  • Tooltips will display "Reached backlog limit" or "Reached hourly assignment limit" to provide context.

• Queue Limit Interaction:

  • If the queue associated with an agent also has a "Maximum cases per agent per day" restriction, the lower of the two limits will be enforced.

  • If the agent's individual limit is lower, it will take precedence.

  • If the queue's limit is lower, it will be enforced.

• Permission-Based Access:

  • Editing agent capacity limits requires specific user permissions.

  • These permissions can be configured in the "Roles and Permissions" section of the SupportLogic Settings by an Administrator.

How to Configure Agent Capacity Limits:

1. Navigate to Agent Insights:

   • Access the Agent Insights page within SupportLogic.

2. Locate Capacity Limits:

   • In the left panel, find the "Capacity limit settings" section.

3. Set Active Backlog Limit:

   • Enter the desired maximum number of active cases for the agent.

4. Set Hourly Assignment Limit:

   • Enter the desired maximum number of new case assignments.

   • Enter the desired number of hours that the limit is valid for.

5. Save Changes:

   • Save the configured capacity limits.

Important Considerations:

• Hard Stops: Understand that capacity limits are enforced as "hard stops" by the system.

• Round Robin Impact: Be aware that capacity limits affect Round Robin assignment.

• Manual Assignment Visibility: Recognize that agents who have reached their limits will be shown as unavailable during manual assignment.

• Queue Limit Priority: Understand the interaction between agent capacity limits and queue-level limits.

• Permissions: Ensure that only authorized personnel have access to edit agent capacity limits.

Conclusion:

The Agent Hourly Assignment Limits and Active Backlog Limits feature provides a powerful tool for managing agent workload and ensuring balanced case distribution. By effectively utilizing these settings, organizations can optimize their support operations and improve overall efficiency within SupportLogic.