Round Robin case assigment

Marcel Gravelle

06-Feb-2025

What is Round Robin case assignment?

Round Robin case assignment is the process where cases are automatically assigned to relevant agents based on their assigned Work Queue, agent status, or assets. This is made possible by Supportbench's robust automated case assignment system (Round Robin.)

With Round Robin, your agents won't have to repeatedly scan through work queues and assign themselves cases. They can simply login to their Command Center and begin to work on cases that are already in their case list. This is a fantastic for companies with high volume, ultimately saving time and allowing your agents to focus on important issues. 

Supportbench has 5 different methods used to assign cases via round robin

• Assign cases in queue available hours - This auto assignment feature will assign cases only in the work queues assigned active hours. 
• Assign based on case asset - This auto asignment feature will distribute cases based on the assets or asset categories assigned to agents within the round robin. 
• Assign depending on working hours - This auto assignment feature distributes cases based on the agents working hours. 
• Assign depending on availability and working hours - This auto assignment feature happens when two conditions are met: the agents availability is either away or online, or the case has entered the queue within the agents working hours.
• Assign depending on availability - This auto assignment feature distributes cases depending on the agents availability. Cases will still be assigned if an agent is in a “away” status. 

What are the Benefits of Round Robin?

• Reduce case first response and resolution time:

Case first response and case resolution times are both key performance metrics that Supportbench analyzes and takes account of in order to produce an overall performance score. Case first response time is how long it takes for an agent to respond to a case, and resolution time is how long it takes to solve and close a case. 

Agents raking through a huge pile of cases can be a time consuming process, but when cases are already inside an agents case list they can easily begin focussing on them. By saving time, they can quickly respond to cases and resolve them as fast as possible.

• Improved focus on other critical tasks, and increased customer satisfaction:

Manual case assignment is a productivity killer, especially with high volume. Agents get extremely busy picking and sorting cases and can get sidetracked away from the most important thing: delivering an excellent customer experience. Supportbenchs round robin enhances overall efficiency of your team and helps save enough time to focus on other, urgent tasks. 

For example, this could free up enough time for an agent to make a follow up on a important case or previously registered complaint, and deliver a solution or a sincere apology.

• Avoid human errors:

Supportbenchs automated helpdesk and case assignment features significantly reduce the risk of human error. When cases are manually picked and assigned, it can create confusion for the manager and the agent. Imagine an agent assigning themselves a ticket they might not qualify to handle –like a complicated technical ticket.  Round robin allows you to avoid such blunders as tickets are always distributed consistently. 

How to use it:

1. Navigate to Configuration > Organizatoin and Queues
2. Select the desired queue you'd like to set up Round Robin for
3. Next, scroll down to Case auto-assignment and begin to fill in your parameters:
   
4. Assign the desired agents to your queue.