Workload Management

Workload management enables organizations to provide teammates with a balanced workload by distributing conversations evenly. neetoChat provides two different automated algorithms for workload management:

Round-robin:

  • Conversations are assigned to the active agents sequentially in a cyclic manner.

    active agents are the agents who have set their status to Active on chat

Balanced

  • Conversations are assigned to active agents with the least open conversations.

  • In the balanced algorithm, teams have a maximum conversation assignment limit per agent.

  • If all the agents have reached the maximum assignment limit set for the team, new conversations are pushed in a queue unassigned, until an agent is free to be assigned by the algorithm.

Important note:
Workload management comes into action if and only if a team has already been assigned to a conversation. To automatically assign conversations to a particular team, admins can create an Automation Rule that has Assign Team as an action based on certain conditions.

To know more about Automation Rules, please refer https://neetochathelp.neetokb.com/articles/automation-rules article.

To configure the team's workload management algorithm, navigate to Team settings, and set the required algorithm for workload management.