how does round robin decide which operator to try first?

[craigbrass]

That is a great explination Jamie. Would be a good idea to add that to the manual too.

[handsonweb]

Thanks for the post - much appreciated!

[printa]

I have this aggravating issue, so I am sharing the tech supports response for reference so others may know.
My request:

"How does the round robin determine which operator to try first for a chat request?"
It seems like the software picks just one operator all day and they keep getting all the chat requests unless they don't pick up. ...
I have seen the knowledgebase article but the selection behavior does not seem to match the description.

Supports response:

Yes, you are right. Its a known issue and reported at the bugs portal also. You can see the description at: Kayako Bug Tracker - Viewing Bug #422 - Staff selection in round-robin is not random

Please subscribe the above stated post and you will get the updates when this bug is fixed.

Regards,
Raghav Arora

For my sanity I am glad it isn't a simple setting but for the work related stress its causing I wish it was...

[bruinbear714]

Based on what I've seen during testing the software before deployment, the round-robin selects the users with the lowest chat loads.

However, it seems like it selects the SAME user with the same chat load everytime.

For example, if three staff users, say A, B, and C are sitting idle, the round-robin seems to be selecting user A first consistently.

What it SHOULD do is alternate between A, B, and C, or randomize between the idle users except for the one that handled the last chat request.

IMO, that would distribute the work load more evenly. If staff user A just happens to finish a chat request and another one comes in, the round-robin would pick A again because it thinks A, B, and C are sitting idle.

[Jamie Edwards]

Hi there,

This is confirmed as a bug; Kayako Bug Tracker - Viewing Issue #422 - Staff selection in round-robin is not random and we will attend to it as soon as possible.

[MikeT@SCT]

Will you be posting an update to this "known bug" in this forum?

[Jamie Edwards]

It would be best for you to subscriber to the tracker entry to see when we fix it.