Workload management helps organizations ensure a balanced distribution of conversations among teammates by evenly allocating the workload. NeetoChat offers two automated algorithms for managing workload:
Round-Robin
Conversations are assigned to active agents sequentially in a cyclic manner.
Active agents are those who have set their status to Active on chat.
Balanced
Conversations are assigned to active agents with the fewest open conversations.
Each agent has a maximum conversation assignment limit, set at the group level.
If all agents reach the maximum assignment limit, new conversations are queued as unassigned until an agent becomes available for reassignment.
Important:
Workload management applies only after a conversation has been assigned to a group. To automate group assignment for conversations, admins can create an Automation Rule with the action Assign Group based on specific conditions.
For more details on Automation Rules, refer to the Automation Rules article.
To configure workload management for a group:
Navigate to Settings > General > Groups.
Click the three-dot icon next to the group you want to configure.
Choose the desired workload management algorithm.
Click Save Changes.