Weighted Round Robin

Question asked by Jeff Knapp - 11/3/2017 at 8:00 AM

Answered

Am I mis-remembering a feature where you could set weights on agents for ticket distribution? i.e Tech A gets 2 tickets for every 1 ticket Tech B gets?

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Derek Curtis Replied

11/3/2017 at 8:25 AM

Employee Post Marked As Answer

Hi, Jeff. No, you're not mis-remembering, but we haven't had a "weighted" system that works that way since SmarterTrack 8, I think. What you can do is use Primary and Secondary Group assignments and align that with the Max Tickets setting. That way, if Agents in the Primary Group hit their Max Tickets limit, tickets are handed to Agents in the Secondary Group.

Derek Curtis

CCO

SmarterTools Inc.

www.smartertools.com

Jeff Knapp Replied

11/3/2017 at 4:34 PM

Phew - I thought I was going crazy.

I miss that feature. Back then we were a two tech shop where I had the Jr. Tech getting most of the level 1 stuff, but for every 4 tickets they got, I'd get one; but now I don't want to get one for every one my tech gets....

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