Ticket Distribution Scenarios

Read more information on ticket and live chat distribution settings for explanations of Round Robin and Pull from Queue, Primary and Secondary Ticket Assignment Groups, and Max Tickets and Max Active Live Chats.

Ticket Distribution Scenarios

Basic Round Robin

1. Log in as the System Administrator.
2. Click on the Settings icon.
3. Under the Manage header, click on Groups. A list of all Groups will appear in the content pane.
4. Select the Group you want to edit, and click the Edit button. (Alternatively, you can double click on the Group name.)
5. With the Group open, click on the Agents tab.
6. Add a new Agent, or Edit an existing Agent to change their Round Robin distribution method: Round Robin Primary Group, Round Robin Secondary Group or Not Included (Pull from Queue).
7. Click Ok
8. Repeat steps 4 and 5 for each Agent you want to receive tickets.
9. Click Save to save the changes to the Group.

New tickets will now be distributed equally in a Round Robin fashion to any agent(s) configured for a Primary or Secondary Round Robin assignment group. Any Agent set to Not Included (Pull from Queue) will NOT receive tickets automatically, but, instead, will have to pull tickets from the Queue or have tickets transferred to them from other Agents.

Round Robin Using the Max Ticket Setting

1. Follow the steps outlined above to select an Agent to edit.
2. With the Agent-Group Relationship modal open, in the Max Tickets box input the number of new tickets you want the agent to receive and then check the "Enabled" box.
3. Click Ok.
4. Repeat these steps for each Agent you want to set a Max Ticket limit for.
5. Be sure to click the Save button after all of your edits.

Agents that have a max ticket workload enabled will not receive any new tickets until they are below the threshold that was set.

Round Robin Using Max Ticket Settings and Assignment Groups

1. Follow the steps outlined above to select an Agent to edit.
2. With the Agent-Group Relationship modal open, change the Round Robin Option to Secondary Group.
3. In the Max Tickets box input the number of new tickets you want the Agent to receive and then check the "Enabled" box.
4. Click Ok.
5. Repeat steps 4 though 6 for each Agent you want to set a Max Ticket limit for in the Secondary Group.
6. Be sure to click the Save button after all of your edits.

If all Agents in the Primary group all reach their max ticket limit, any new tickets will roll to Agents in the Secondary group. If all Agents reach their max tickets, tickets will sit in the ticket queue until an Agent goes below their max ticket limit. Note: If there are tickets in the queue and an Agent in the Secondary group is the first to go below their max ticket setting, that Agent will receive a new ticket from the queue.

Add an Agent to a Group Without Automatically Receiving Tickets

1. Follow the steps outlined above to select the Group you want to add the Agent to.
2. Click the Add button and choose the Agent from the drop down list.
3. With the Agent-Group Relationship modal open, leave Round Robin option as Not Included (Pull from Queue).
4. Click Ok.

The Agent is now part of the group, but will not automatically receive any new tickets that come into the group. This is a perfect way to set up a Manager or Supervisor for the group as they can still log in and see everyone's tickets, but they don't receive any of their own. In addition, Agents can still Cherry pick tickets from the queue or have tickets transferred to them as needed.

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