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Round Robin Case Assignment = Awesome BUT...always a BUT

The Round Robin is working perfectly BUT, it needs load balancing capabilities. Case Assignment is static and goes ring around the posy but if sme reps get harder cases or cases that take longer to close and other Reps get easy cases then it is not fair in case assignment.


Intelligence of Case Load Balancing would be a beautiful addition to this app.


Not a developer in the least- Is this something hard to accomplish?


There's two ways I read this:


1. You are saying that you would want to be able to throttle the number of cases sent to SMEs.?  For instance, in a team of 10 people with 8 frontline and 2 SMEs, if 100 cases come in you want 11 to go to each frontline engineer and only 6 to go to each SME?  That seems wrong.  Are incoming cases going directly to SMEs?  There's no way for the case assignment to know whether the case is easy or hard.


2. You want the case assignment to take backlog into account, to assign more cases to someone with a low backlog.  That's probably technically feasible but a real demotivator for your engineers. 


Anyway, maybe I've missed the mark.  Can you present a scenario of how you would want it to work?