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.