You can now configure how requests are automatically assigned within each Agent Group. Choose between Manual Assignment, Round Robin, or Workload-based Assignment to optimize workflows, improve collaboration, and ensure a fair distribution of tasks.
Why We Launched This Update?
Managing incoming requests can be challenging, especially for teams handling high volumes. Based on client feedback, we introduced a new feature that allows you to define how requests are assigned within each agent group, making processes faster, more organized, and scalable.
What’s Included
Three assignment modes available:
- Manual Assignment (default): Agents can self-assign requests, and Coordinators can also assign them manually to any agent in the group.
- Round Robin: Requests are automatically and sequentially distributed among agents, ensuring a fair and balanced workflow.
- Workload-based Assignment: Requests are assigned to the agent with the lowest workload. The workload is calculated based on the number of pending requests within that group only.
Key Benefits
- More control: Choose the assignment strategy that works best for your team.
- Greater efficiency: Automate request distribution to save time and reduce manual work.
- Scalability: Streamline operations and manage larger teams more effectively.
- Full flexibility: Switch assignment modes anytime as your team’s priorities evolve.
Agent Groups in Action
Wondering how this feature helps in day-to-day operations? Here are a few examples:
“We want our team to assign requests manually when needed.”
→ Select Manual Assignment so agents or coordinators can decide who handles each request.
“Our support team needs a fair way to distribute requests automatically.”
→ Enable Round Robin so tickets rotate evenly across all agents.
“We want to balance workloads and avoid overloading some agents.”
→ Use Workload-based Assignment to send requests to the agent with fewer pending tasks.
“I want to switch the assignment type later if team priorities change.”
→ Update the assignment method anytime from the group’s settings — changes apply to new requests.
This new feature is now available for all Service Management administrators.
Start using it today and optimize the way your team manages requests and distributes work.
📌 Visit our Help Center for more details or contact your Account Manager for support.
