What happens to incoming tickets once agent threshold is met for a round-robin rule?
The round-robin assignment rule will distribute and assign the incoming tickets equally amongst a group of agents. Not to overload your agents, you can set a threshold for tickets, i.e., the maximum number of tickets that can be assigned to each agent at a time. So tickets are assigned to the least loaded agent first and are then distributed to other agents in the group until they reach the threshold you’ve set.
When the threshold is reached, any surplus tickets created in your Zoho Desk are held back in a queue (backlog). The tickets from this queue are assigned to agents as and when they resolve one of their assigned tickets.
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