Feature overview

Workload balancing

Missive lets you automatically distribute your team's workload with four distinct balancing methods. You can select one of them by creating a rule with the Assign user(s) action

Workload balancing assignment rule

Round-robin

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
Round-robin conversation assignment method

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

Least busy first

In this method, the system looks for the teammate with the fewest assigned conversations and assigns the pending work.

For example, let's say you have three customer support employees and two new conversations to be assigned. The first employee has six assigned conversations, the second has five and the third has only one. In this case, the third employee will be assigned the two new conversations.

Least busy first conversation assignment method

All at once

In this method, any incoming conversation will be assigned to all selected teammates.

For example, if you have three customer support employees and four new customer requests, they will all be assigned the same four new conversations.

All at once assignment method

Randomly

This last method assigns conversations randomly. It does not discriminate or take into account the number of set items any teammate might have.

Random conversation assignment method

Last updated on October 2nd, 2020

Want to see more?

See all features or try it yourself.