We recently introduced our new Smart Routing feature that allows you to automatically route and assign new Issues to groups of Agents. Today we’re enhancing this feature by allowing you to limit the number of new Issues that can be assigned to your Agents. This prevents your Agents from being overwhelmed with too many new Issues at once.

How do I use this feature with Smart Routing?

When your Admin sets up Smart Routing rules, you want to make sure you maintain your Agent Efficiency. You can look at your historical data in the Analytics section to figure out how many Issues your Agents can work on in a given day. Compare the total numbers and factor in CSAT rating and Reopen Rate, and you should be able to find the “magic number” of Issues that each Agent can handle.

You will want to set a maximum number of Issues that your Agents can work on. The maximum number is defined as any Issue with the following status:

  • New Issue for Agent X
  • Agent Replied
  • Waiting for Agent

To set the Maximum Number of Issues, go to Settings–>Configurations and you will see the section for Maximum Open Issues.

Note: You have the option to enable Maximum Number of Issues for every Agent on your team. If you enable it, the default value is 10 Issues per Agent. If you decide to not use this feature, there are no limits on the assignment for New Issues.


How will this affect my team and workflow?

Since Agents are the only ones affected by the Issue Limits, you’ll want to come up with a process on how to handle the Issues that come in when all of your Agents have hit their assigned Issue maximums.

One way to handle this is to create a Shared Smart View that only looks for Unassigned or “New Issues.” You can have your Supervisors access this view so they can reply to those Issues themselves or can manually assign them to certain Agents. If you are consistently seeing a lot of Issues going into this Shared Smart View, then you may want to increase the limit on Maximum Issues.

At the end of the day, it’s about finding balance between routing Issues and making sure that your Agents are producing quality work without feeling overwhelmed. Use your data to make intelligent decisions about assignment rules, Agent Groups, and maximum number of Issues.

Here’s an example of how you can easily pull data to help identify what your maximum number of Issues should be. We’ll look at a week’s worth of data:

    1. Go to your Issues Trend view and get the Issues Created number for that week
    2. Go to your Team view to select Summary by Agents and look at the following numbers:
      1. Time to First Response: this should be less than 24hrs.
      2. Holding Time: this should be less than 1hr.
      3. Backlog: this is a great indicator of how many Issues an Agent can handle.
      4. Average Time to Resolve: is this greater or less than 24hrs?

Based on the data above, you will understand if your Agents are working effectively. If Holding Time is high, then your Agents are getting too many Issues where they can’t focus on their replies for each one. If Backlog numbers are piling up, then you may need to hire additional Agents or improve your training as Agents aren’t able to resolve those open Issues.

Don’t pick a number out of your hat when figuring out maximum number of Issues. Look at your data and assess your Agents’ workloads and quality of service.

Additional questions?

We’d love to hear from you on how you will incorporate this into your process. Email us at

Published October 19, 2016
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