Increase Round Robin Scheduler Frequency in Zoho Desk

Increase Round Robin Scheduler Frequency in Zoho Desk

Dear Zoho Desk Team,

We hope this message finds you well.

We would like to request an enhancement to the Round Robin Scheduler in Zoho Desk to better address ticket assignment efficiency.

Current Behavior

At present, the Round Robin Scheduler operates on a 30-minute interval to check the unassigned queue and allocate tickets to available agents. However, this interval can cause delays, especially in cases where:

  • An agent begins their shift with no assigned tickets.
  • An agent remains under the threshold limit.

This leads to scenarios where an agent who is free to take more tickets may have to wait up to 30 minutes before receiving new assignments.

Requested Enhancement

We propose modifying the scheduler frequency to allow it to run every 1 minute instead of every 30 minutes. This would:

  • Continuously monitor the unassigned queue.
  • Assign tickets more dynamically based on agent availability and threshold limits.

Benefits

  • Improved ticket assignment speed, ensuring agents receive tickets promptly.
  • Reduced idle time for agents who are ready and able to take on more tickets.
  • Enhanced customer response times, as tickets are addressed more quickly.

This change would greatly improve operational efficiency and allow us to provide even better support to our customers.

Thank you for considering this request. We are happy to discuss this further or provide additional details if required.

Best regards,
Ram




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