Key Considerations in ACA Regarding Maximum Limits and Duration

Purpose

To give teams more control over agent workload by limiting the number of cases that can be auto-assigned to a support agent within a 24-hour window via the Auto Case Assignment (ACA) system in SupportLogic. This ensures balanced case distribution and helps prevent agent fatigue.

Description

This feature enables administrators to define a maximum daily case assignment limit for agents at the Virtual Queue (VQ) level. The ACA engine respects this threshold and will not assign more cases to an agent once their limit has been reached in the last 24-hour period.

How It Works

• Queue-level configuration: A maximum case limit can be set per Virtual Queue.

• 24-hour enforcement: If an agent has reached the configured limit within the past 24 hours, ACA will not assign additional cases from that agent.

• Only SupportLogic assignments counted: The limit considers only those cases assigned via SupportLogic — whether auto or manually. Assignments made outside SupportLogic (e.g., manually in CRM) are excluded.

• Applicable methods: This restriction applies to both auto-assignment methods:

  • Round Robin

  • Agent Score-based assignment

Conclusion

This enhancement improves workload fairness and helps teams manage capacity effectively. By enforcing configurable assignment limits, teams can increase efficiency, avoid agent burnout, and maintain more consistent performance levels.