Round Robin Call Assignment?

[Josh Bridgens]

Hi All,

 

Can someone explain to me how the round robin system works with call assignments?

 

We have 7/8 different BPM's that all feed into the same queue on a round robin basis, there seemed to be a user that was receiving the majority of the calls assigned to them yesterday, even with 4 people available at all times, does it work on  per process, or per team assignment method?

 

Josh

[Martyn Houghton]

@Josh Bridgens

I believe the two main criteria are the availability of the analyst as you say and the team that the round robin node is set to use, it is not possible to look across multiple teams. https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow

Using the Assign Round Robin is a great way to automatically assign out requests to the members of a team . The system will look through the members of the selected team and will assign the request to the member who has had the greatest amount of time pass since their last assignment. The system will take into account the user's status which is found on their profile. If the user's status is set to anything other than 'Available' that user will not be considered for assignment. This does not take into account the volume of requests assigned to each user.

Cheers

Martyn

[Josh Bridgens]

Thanks Martyn...

 

7 minutes ago, Martyn Houghton said:

assign the request to the member who has had the greatest amount of time pass since their last assignment.

Do you know if this includes assignment from other sources? (de-escalation of calls) in the calculation?

Many Thanks for the reply

 

Josh

[Martyn Houghton]

@Josh Bridgens

Good question. I suspect it might be just from the round robin process, but hopefully @Steven Boardman or @James Ainsworth at Hornbill will be able to clerify the meaning of 'last assignment'.

Cheers

Martyn

[Steven Boardman]

@Josh Bridgens the way the round robin logic works is as follows:

* It is within the specified team

* It includes those users who are available (based on their profile status)

* Optionally (if you configured it), it will also include their presence i.e if they are online.

* Every time the action is called in your process it looks at the assignment timestamp in the h_itsm_team_assignment table and is assigning the request to the member of the team with the oldest timestamp (factoring in who is available and online if that option is configured).  If a team member has no timestamp - i.e is new, they should be assigned the request and, then it will go back to looking a the oldest timestamp again.

The h_itsm_team_assignments table is written too each time a request is assigned / re-assigned regardless of source - process / manual / email etc

If you wanted to weight your assignment based on number of requests each agent has assigned to them in the team you can alternatively use the - Assign to Most Available Analyst instead, which will factor in the number of requests each member has before allocating out the next one

Hope this helps

Steve

[Josh Bridgens]

@Steven Boardman

Thank you for the response. 

this confirms as I suspected, there is no "bias"

 

Thank you very much.

 

I am going to have to put something together to PROVE this to people....

 

Thanks both!

 

Josh

[Martyn Houghton]

@Steven Boardman

That table does not appear to be available in the Database Direct drop down nor in the reporting SQL Schema either. Is it possible to make this visible?

Cheers

Martyn

[Josh Bridgens]

@Steven Boardman

On top of this, is there anything that monitors who a call was FIRST assigned to?

Josh

[Steven Boardman]

@Martyn Houghton sorry the table is: h_itsm_request_team_assignment, sorry was too eager to get out to lunch and enjoy this sunshine.  You'll definitely find in both those place, if i give you the right table name  

@Josh Bridgens in the above table, we hold the ref id, and then the assigned Team ID, and User ID  for the assignment (one or both).  We also hold who the previous Team and previous user was.   So from this you will be able to track all reassignments for each request including the first one.  You could create a report or data list to show this, with logic like where h_previous_team_id != 'No previous team' and h_previous_user_id !='No previous owner'

Below is the first entry in the table using the round robin assignment for IN00000525

 

Equally on the request you could just filter the timeline to show the Assign posts, and it will be date and time stamped and order as to which was the first and subsequent assignments. 

There is a dashboard on our sandbox instance which has some other useful widgets based all around request reassignments, you can view this for inspiration here: 

https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/analytics/dashboards/15/

Login with Grahamc and Password: H0rnbill

Hope this helps