Load Balance w/ Round Robin Feature

4 replies
350 views

Hello,

We have a new employee starting soon and wanted to ask if there is a way we can add load balancing with the Round Robin already in place.

SadieAnswer

Fronteer

Hi there! Thanks for writing in, happy to help! Load balancing and Round Robin rules are two different types of auto assignment rules within Front.

Load balancing is a specific type of auto-assignment rule, which allows you to set assignment limits for each teammate. Load balancing rules automatically assign inbound conversations to the teammate with the fewest open assigned shared conversations until they reach their limit. Load balancing is an alternative to using round robin assignment rules.

I’ve also included more information about the differences between the two rule types here!

Sadie - Senior Customer Support Specialist

SadieAnswer

Fronteer

Hi there! Thanks for writing in, happy to help! Load balancing and Round Robin rules are two different types of auto assignment rules within Front.

Load balancing is a specific type of auto-assignment rule, which allows you to set assignment limits for each teammate. Load balancing rules automatically assign inbound conversations to the teammate with the fewest open assigned shared conversations until they reach their limit. Load balancing is an alternative to using round robin assignment rules.

I’ve also included more information about the differences between the two rule types here!

Sadie - Senior Customer Support Specialist

vrauchAuthor

Conversationalist

Thank you so much for sharing this information :)

allison_mccormick2

Conversationalist

I am looking to set up our users with this feature as well. I am hoping it will better help us align on productivity. Do any of you see this used for productivity metrics? How do you use this feature for your business?

PhoebeatFront

Fronteer

Hey @allison_mccormick2 !

The main business advantage of Load Balancing is that it distributes work in a limited way, so that users aren’t getting flooded with assigned conversations.

It doesn’t directly impact Analytics metrics in any way, but the idea behind it is to limit users from getting overwhelmed so they can focus on a few conversations at a time. This might show up in faster reply times or handle times within Analtyics. Let our team know if you have any other questions!

-Phoebe, Senior Customer Support Specialist @ Front

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