What is round-robin assignment?

Round-robin or in turn is the most used method to distribute incoming conversations across a team. It automatically assigns conversations to selected coworkers on a cyclical basis.

It basically rotates incoming conversations in the order they are received. For example, if there are three customer support employees, then:

  • The first customer request goes to Employee A
  • The second customer request goes to Employee B
  • The third customer request goes to Employee C

The workload will continue to be assigned in this order. This ensures the conversation load is distributed evenly among employees.

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