The Problem
Currently, advanced routing features (specifically Priority Routing and Secondary Inboxes) are exclusive to the Balanced assignment method.
While the Balanced method aims for equal workloads, it creates a "Efficiency Tax" for our team:
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Performance Penalty: High-performing agents who close tickets quickly are immediately served new ones, while slower agents "protect" themselves from new volume by holding onto open tickets.
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Lack of Flexibility: To access the critical logic of Priority Routing, we are forced to adopt a distribution model that we find suboptimal for team morale and throughput.
Solution A: Decouple Advanced Logic from Assignment Methods
Decouple Priority Routing and Secondary Inboxes from Balanced and enable them as global features that can be toggled on, regardless of the distribution model. This would allow us to keep the objective fairness of Round Robin while still ensuring VIP tickets are surfaced first and overflow is managed via Secondary Inboxes.
Solution B: Introduce a New "Advanced Round Robin" Method
If the Balanced architecture is too distinct for decoupling, we propose a new assignment method: Advanced Round Robin (or "Round Robin+"). This method would function exactly like the current Round Robin (circular distribution) but would include the "perks" currently exclusive to Balanced:
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Priority-First Distribution: The Round Robin "wheel" spins only for the highest priority tickets first.
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Secondary Inbox Support: The ability to route to a backup inbox if no agents in the primary Round Robin pool are available.
Use Case & Business Impact
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Fairness: Round Robin ensures an objective distribution of leads/tickets regardless of an agent's current backlog speed.
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Criticality: We need Priority Routing to ensure our VIP customers are seen first, regardless of the distribution method.
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Workflow Efficiency: Secondary Inboxes are vital for our tiered support structure. Being unable to use them with Round Robin forces us to choose between "fair distribution" and "organized workflows."
Summary of Requested Changes
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UI Update: In the Team Inbox settings, allow the "Priority Routing" toggle to remain active when Round Robin is selected.
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Logic Update: Allow "Secondary Inbox" selection to be compatible with the circular assignment logic of Round Robin.