Hello there @kyloweb!

The Round-Robin method of ticket assignment is simply a circular way of distributing the tickets. 

Let's say you have 3 agents(A, B, & C) in a group with Round-Robin ticket assignment. At a given point, you have 8 tickets(Ticket ID’s 1,2,3….8) in the unassigned queue, the first ticket(1) to come into the queue is assigned to A, and the next one(2) is assigned to B, and the ticket following that(3) is assigned to C. In the end, A will have 3 tickets(1,4,7) assigned to him and B will also have 3 tickets(2,5,8), and C will only have 2 tickets(3,6). 

So the number of tickets resolved by an agent will not come into consideration for the ticket assignment with the Round-Robin method, unlike the Load Balanced Ticket Assignment. 

Hope this clarified your query!

Cheers!

Aldrin,
Freshdesk Community Team.

Hello Aldrin

Thanks for responding to the thread, if so, what about load balance? Does more ticket in resolved shall results in more tickets coming into the agent?

Absolutely @kyloweb!

With the Load balanced ticket assignment, tickets are assigned to the least loaded agent first and then assigned to the other agents until the set threshold limit is reached. Thereafter, tickets are assigned to an agent as and when they resolve the assigned tickets, spam any tickets in their queue, or if they move any of those tickets from ‘Open’ status to any other SLA OFF status.

To understand how a Load Balanced Ticket assignment works, check out the scenarios explained in this article.

- Freshdesk Community Team