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Advanced Logic for Load Balanced Routing: Exclusion Rules & Effort Weighting

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Status: Idea Submitted
JWoudstra
Submitted by 3 weeks ago

Currently, Load Balanced routing distributes tickets to the user with the fewest total open tickets. This rigid counting logic makes the feature impossible to use for teams that handle a mix of quick transactional tickets and long-term complex issues.

 

We have agents holding longstanding tickets that are effectively "parked" or require low daily effort (e.g., tickets waiting on a vendor or customer response). Yet, these still count against their total capacity. Consequently, the system incorrectly assumes the agent is "busy" and stops routing them new, quick-turnaround tickets, which overburdens other team members.

 

The Solution: To make Load Balancing viable for complex support teams, we need two specific enhancements that allow for true workload equity rather than just ticket-count equity:

 

  1. Exclusion Criteria for Open Tickets: : We need the ability to define what counts towards an agent's capacity. For example, we should be able to exclude tickets in specific statuses or pipelines from the load balancing count.
  2. Ticket Effort Weighting: Not all tickets are equal. We need the ability to assign a weight or capacity cost to tickets based on their properties (e.g., a Tier 3 ticket counts as 3 capacity points, while a Tier 1 counts as 1 capacity point).
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1 Reply
MMcGarvey
Member
Sunday

Hey, was able to send you a message on this, were you able to find a workaround? Thanks