How to Set Up Load-Based Assignments Using an Auto-Assignment Trigger
To streamline and control the number of tickets a user can handle at any given point in time, we have introduced load-based assignments in BoldDesk. This system assigns tickets to an agent based on their designated load, leading to an optimized auto-assignment process for support tickets. Agent Load–Based Assignment is a rule-driven method where tickets are automatically assigned to agents based on:
- Their current number of active tickets
- Their configured ticket capacity (load limit)
- Global and individual workload thresholds
Benefits of the Agent-Load System
- Load-based assignments: By distributing tickets based on load, the system ensures that agents handle a reasonable number of tickets at any given time. This prevents overloading and allows agents to focus on providing quality support.
- Balanced workload: Load-based assignments help maintain a balanced workload across agents. It ensures that no single agent is overwhelmed with too many tickets, leading to better efficiency and reduced stress.
- Improved response times: When agents handle an optimal number of tickets, they can respond promptly. This results in faster resolution times and better customer satisfaction.
- Enhanced productivity: By preventing ticket overload, the agent-shift system allows agents to work efficiently. They can prioritize tasks and manage their workload effectively.
- Reduced burnout: Overloading agents can lead to burnout and decreased job satisfaction. The system helps prevent this by ensuring a manageable workload.
Check out this video for more details
Setting Up Agent Load
To set up the Agent Load, please follow the steps below:
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Go to the Admin module
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Click on Agent Load option under the Users and Permissions menu.
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Set the desired global and individual limit as per the business requirement.
- The agent limit can be adjusted between 0 to 100. The global ticket limit can be changed at the top of the “Agent Load”. When the individual limit of agents is 0, the global limit will be applied, and the global agent limit will be 10 by default.
- Agent Load is calculated using only tickets assigned to an agent that are in the Pending status category. Tickets in the Hold and Closed status categories are excluded from the Agent Load calculation.
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Once the limit is set, load-based auto-assignment rules can be created.
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Go to Ticket Automation in Admin module and select Auto Assignment.
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Click Add Rule, provide rule name and description.
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Set conditions for the rule and click Next.
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Select the Assignment Mode as Round Robin (Load based) to assign tickets based on load.
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Choose the eligible group for the auto assignment and add watchers (Optional).
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Click Update to save the rule.
- The set agent limit will be applicable across groups in which the agent belongs.
- The agent should not be in the “Offline” category.
- The ticket will only be assigned to the group if the agent limit is reached.
- A backlog queue for assignment will be triggered for the tickets assigned to the group in the following scenarios:
- An agent is added to the group.
- An agent changes status to “Available” or “Away” category.
- The agent limit increases.
- The status of a ticket which was assigned to an agent in the group changes.
- A ticket which was assigned to an agent in the group changes to “Customer Waiting” category or “Closed” category.
Troubleshooting (Load-based auto-assignment)
Tickets are not being assigned to any agent
- Verify the Auto Assignment rule uses Assignment Mode = Round Robin (Load based).
- Confirm agents exist in the selected eligible group and are not Offline.
- Check whether all agents have reached their load limit (agent-specific or global). If yes, tickets remain in the backlog queue until capacity is freed.
An agent is not receiving tickets even though the agent is in the group
- Confirm the agent status category is not in the Offline category.
- Confirm the agent’s current Agent Load (Pending-category assigned tickets) is below the applicable limit.
- If the agent’s individual limit is 0, confirm the global limit is set as expected.
Agent Load numbers look incorrect
- Confirm the tickets being counted are in the Pending status category.
- Tickets in Hold and Closed status categories do not affect Agent Load.
Frequently Asked Questions
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What happens when all agents reach their ticket limit?
BoldDesk places tickets into the backlog queue and assigns them when a backlog-trigger event occurs (for example, an agent becomes Available/Away, a ticket closes, or an agent limit increases). -
Can I set different load limits per group?
No. Agent limits apply across all groups the agent belongs to. -
Does agent status affect assignment eligibility?
Yes. Agents in the Offline category are not eligible for load-based auto-assignment. -
What is the default global load limit?
The default global limit is 10 tickets per agent. -
Which tickets count toward Agent Load?
Only tickets assigned to the agent that are in the Pending status category count toward Agent Load. -
Do Hold or Closed tickets count toward Agent Load?
No. Tickets in Hold and Closed status categories are excluded from Agent Load. -
If an agent’s individual limit is set to 0, what happens?
BoldDesk applies the global limit to that agent. -
What events cause BoldDesk to retry assigning backlog tickets?
Examples include: an agent added to the group, an agent becomes Available/Away, an agent limit increases, or a ticket changes to Customer Waiting or Closed category.
