Weighted Round Robin
Question asked by Jeff Knapp - November 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
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
COO
SmarterTools Inc.
(877) 357-6278
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Jeff Knapp Replied
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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