My suggestion is to update the round-robin assignment method to better manage ticket/conversation assignments. Specifically, it should be able to reassign tickets that were moved to 'unassigned' back to agents who were set to 'away' or had their status changed to 'reassigned'. It should also allow for tickets to be manually moved to the 'unassigned' queue.
While the balanced method works well, it can be demotivating, particularly in small teams. In such teams, those who work harder end up receiving more assignments, which creates an imbalance.
For example, we work based on ticket statuses rather than conversation statuses. As it stands, the person who solves the most tickets also ends up receiving more new ones. This becomes even more problematic in a team of four when one agent is out of the office for a week. During their absence, their colleagues resolve a significant number of tickets, but once that person returns, all pending conversations are reassigned to them, which can be overwhelming.
