Round Robin Assignment Logic in Queues

Introduction: Round Robin ensures fair case distribution by rotating assignments evenly among available agents in a queue. This article explains how it works and what to expect when it’s enabled.

Round Robin Assignment logic:

When Round Robin is enabled for a queue:

• Cases meeting the queue criteria are assigned equally among all available agents.
  
  

• The system tracks the last assignment for each agent per queue, ensuring balanced distribution over time.
  
  

• This setting applies only to the specific queue where it is enabled.
  
  

• Agents may still be assigned cases from other queues independently of the round-robin tracking in this queue.
  

        For Queue Settings: Assignment Queues --> Queue Settings --> Round Robin Method Assignment

Note: Round Robin is a queue-level setting and only considers when an agent last received a case from that specific queue.