Hiver Ideas

Assignment Limit for Round Robin Assignment
Feature request
RELEASED February 01, 2024

For Round Robin Assignment Automation, we have launched the Assignment Limits feature. This functionality will assist teams to plan capacity, load balance and resolve incoming emails faster. This will help prevent team fatigue, and improve first response times and quality of responses.

With this release: 
  • Suppose your mailbox is in a situation where members are being overburdened by the number of conversations being auto-assigned to them. In that case, you can set up a defined assignment limit to help ease their workload.
  • If you, for example, define 10 as the assignment limit, any member of the assignment pool will only be assigned conversations if the number of the members' open conversations is lesser than the defined limit or 10 as per the example.
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