Load-Balanced Assignment

Load-Balanced Assignment routes work using supported workload information so new tickets can be distributed more evenly among eligible agents.

Purpose

The goal is to reduce excessive concentration of work on one agent while others have available capacity.

Eligible pool

Define the team or group of agents that can legitimately handle the qualifying tickets.

Workload factors

The exact workload calculation depends on the Helpdesk implementation and configured assignment logic.

It may consider supported measures such as active assignments or other operational load indicators.

Availability

An agent who is unavailable should not receive work when availability is part of the assignment model.

Monitoring

After enabling load-balanced routing, review workload distribution and ticket outcomes rather than assuming the algorithm produces perfect balance.

Good practices

Keep the eligible group operationally meaningful. Do not mix agents with very different responsibilities simply to increase the size of the assignment pool.