Round Robin Assignment

Round Robin Assignment distributes qualifying tickets across eligible agents in rotation.

Why use round robin

It can provide simple, predictable distribution when several agents perform similar work.

Eligible agents

The rule should use the appropriate team or configured agent pool.

Only agents who are valid for the assignment context should participate.

Distribution behavior

Each qualifying ticket is assigned according to the current round-robin sequence.

The exact implementation may depend on availability and configured assignment rules.

When round robin works well

Round robin is useful when ticket complexity is broadly similar and balanced rotation is more important than precise workload measurement.

Limitations

Equal ticket counts do not always mean equal workload.

Good practices

Monitor actual workload after enabling round robin. If some requests require significantly more effort than others, load-balanced or more specialized routing may be more appropriate.