Use Settings → Routing to set assignment order and concurrent-chat capacity. Round robin skips unavailable agents and agents at their maximum; save the settings and monitor assignments.
Before you begin
You need Settings access. Review staffing and actual agent availability before changing routing.
Step by step
- Open Settings → Routing and review Routing & capacity.
- Use Round robin for new assignments if your team wants rotation. The app skips Offline/Away agents and agents already at their maximum.
- Use the up/down controls to set the agent order. Review minimum and maximum concurrent-chat values; the maximum must be at least the minimum.
- Review Rotation pointer (start index). The app explains that the next pick begins after that position in the ordered list.
- Select Save routing settings, then verify the preview and monitor real assignments.
What to check
The saved routing order and capacity match your staffing plan. Limits concern concurrent open conversations, not a promise of unlimited work distribution.
Need to troubleshoot?
Round robin skips an agent
Check Online availability, capacity, membership, and the selected workspace.
The next pick surprises me
Check the saved order and pointer position, and remember that ineligible agents are skipped.