Round Robin
Round-robin ensures that Incidents are auto distributed equally among the agents to manage the flow of incoming Incidents based on the schedule they work in. This equal distribution of Incidents among the agents, increases work efficiency. It can be applied only on new Incidents.
Staff /admin also has the option to opt out of round robin in case they do not want to receive Incidents.
For example, if staff is on leave then admin can remove that particular staff from round robin participant list, even staff can do the same if he has been given access for opting out from role settings.
Under staff -
Note: Under role settings, you can also configure below settings related to round-robin -
Title: Here you can add the title for round-robin.
Schedule: Here you can specify for which schedule (Business hours ) you want to apply round robin so that staff which works for that particular schedule would be assigned Incident.
For example – If staff works in night shift and if he is a participant of the round robin. Now if Incident comes in helpdesk during morning session then Incident won't be assigned to this staff as the schedule does not match.
Display order: If you have multiple round robin plans added and you want them to be displayed in particular sequence then you can manage the sequence using the same.
Criteria: Here you can specify multiple match conditions as per your requirement.
| Criteria's |
Description |
| Subject |
You can select Subject as criteria if you want to apply action based on subject line of Incident |
| Message |
You can select Message as criteria if you want to apply action based on content of Incident |
| Client name |
You can select Client name as criteria if you want to apply action based on client name |
| Client email |
You can select Client email as criteria if you want to apply action based on client email |
| Organization |
You can select Organisation as criteria if you want to apply action based on organisation |
| Client language |
You can select Client language as criteria if you want to apply action based on client language |
| Domain |
You can select Domain as criteria if you want to apply action based on domain |
| Department |
You can select Department as criteria if you want to apply action based on department |
| Status |
You can select Status as criteria if you want to apply action based on status of Incident |
| Priority |
You can select Priority as criteria if you want to apply action based on priority of Incident. |
| Label |
You can select Label as criteria if you want to apply action based on label of Incident |
| Incident type |
You can select Incident type as criteria if you want to apply action based on Incident type. |
| Category |
You can select Incident Category as criteria if you want to apply action based on Incident category |
| Subcategory |
You can select Subcategory as criteria if you want to apply action based on subcategory |
| Item |
You can select Item as criteria if you want to apply action based on Item |
| Level |
You can select Level as criteria if you want to apply action based on level of Incident |
| Location |
You can select Location as criteria if you want to apply action based on location |
| Owner |
You can select Owner as criteria if you want to apply action based on owner of Incident |
| Operator |
You can select Operator as criteria if you want to apply action based on operator of Incident |
| Flag type |
You can select Flag type as criteria if you want to apply action based on flag type. |
| Last activity |
You can select Last activity as criteria if you want to apply action based on Last activity |
| Last replier |
You can select Last replier as criteria if you want to apply action based on Last replier |
| Creation date |
You can select Creation date as criteria if you want to apply action based on creation date of Incident |
| SLA plan |
You can select SLA plan as criteria if you want to apply action based on SLA plan applied on Incident |
| Has attachment |
You can select Has attachment as criteria if you want to apply action based on attachments. |
| Channel |
You can select Channel as criteria if you want to apply action based on channel |
| To email |
You can select To email as criteria if you want to apply action based on to email field in Incident |
| Urgency |
You can select Urgency as criteria if you want to apply action based on Urgency |
| Impact |
You can select Impact as criteria if you want to apply action based on Impact. |
Action: If conditions are met then under action you can specify what action you want to take. Here you can either assign the incoming Incident to the team or a specific staff member.