Hello eGain Community,
Is there a way to configure max load when we have a Round robin feature on a queue? If we have a Custom rule built into the Workflow will that affect the max load for the round robin option?
Hi Vicky,
You can set a Max Load for everyone, for certain groups of users, or for individual users. If you allow it, each user can set their own Max Load, as well. There are some settings that override the Max Load setting, like the Personalized Activity Assignment. There is a setting that allows that to override the Max Load.
Depending on what your Custom rule does, it may or may not affect the max load.
I hope this helps!
Mark
Custom rule can assign agent directly to activity, even though user is at their Max Load.
As per user guide
Round robin: Activities are routed from the queue to all agents alternatively, irrespective of the number of activities in their inbox.
But this seems to be incorrect. We noticed during project implementation that Round Robin does look at Max Load before pushing activity to agent’s inbox. It is better re-validate this before communicating to customer.
Thank you for the correction.