Load balancing

Problem Load-balancing rules check conditions when a conversation enters the queue, but not when Front tries to assign it. A conversation can be moved to a different inbox after queueing, making it no longer match the rule's conditions, yet Front ...

This proposal introduces a systematic approach to assign importance and difficulty levels with Load Balancing based on subject types. By implementing a weighted allocation system, we can better distribute workload, optimize resource utilization, a...

Problem Chat and text conversations aren't automatically routed based on agent availability, potentially causing longer response times on the busiest support channels. Request Add routing rules to automatically prioritize and assign conversations ...

Problem When inboxes function as work queues, they can become overloaded, impacting team capacity and response times. Request Support load balancing or round-robin distribution across inboxes to prevent any single queue from being overfilled.

Problem Round robin assignment can overload teammates by assigning conversations without respecting workload limits. Request Add assignment limits to round robin so it respects a maximum number of open conversations per teammate, similar to load b...

Problem Currently there's no way to automatically assign conversations to agents based on their SLA urgency, so high-priority messages with tight SLAs may be routed the same way as lower-priority items with longer SLAs. Request Add an assignment o...

Problem Admins can only set uniform assignment limits for all teammates. Request Allow admins to set complex, per-teammate assignment rules (e.g., max 1 chat and max 5 emails for a specific teammate).