R
Roberto Chen
Feature request:
Automatically route new conversations to the user with the fewest open conversations.
Expected functionality:
  • Monitor the number of open conversations assigned to each available user.
  • Automatically assign new conversations to the user with the lowest current conversation volume.
  • Recalculate the workload whenever a new conversation is assigned or an existing conversation is closed.
  • Apply routing only among users who are available and eligible to receive conversations.
  • Provide admins with the option to enable or disable load-based routing.
Use case:
Load-based routing would help balance workloads automatically by prioritizing users with fewer open conversations, reducing the risk of some agents becoming overloaded while others have available capacity.