Hi,
We use Omniroute for ticket assignment, we have set a maximum ticket limit to 15, however, Agents can sit with less than this number for a short while.
How long does it take to refresh / update so that when the Agent is below the maximum it will assign new tickets?
Thanks
Hi Ben,
Greetings from the Freshworks community!
There’s no omniroute refresh rate as such in Freshdesk. Tickets are assigned to an agent as and when they resolve one of the assigned tickets. While computing the current load of an agent, only tickets with SLA ON status will be considered.
Detailed article about load balanced assignment for your reference - https://support.freshdesk.com/en/support/solutions/articles/221919-setting-up-load-balanced-ticket-assignment
Let us know if this is helpful :)
Cheers,
Aishvarya.
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