Workload Balancing

Smart Work Distribution

Workload Balancing lets you control how tasks are distributed across your team. Use weights to prioritize certain team members or balance load based on capacity.

Two Modes of Operation

Priority Mode

Higher weight = Higher priority in the queue

Use this when you want certain team members to receive tasks first:

Senior agents handle more tasks
Specialists get priority for their area
High performers receive more assignments

Example:

Senior Agent (weight: 10) - Gets tasks first
Mid-level Agent (weight: 5) - Gets tasks when seniors are busy
Junior Agent (weight: 1) - Gets tasks last in rotation

De-prioritize Mode

Higher weight = Lower priority in the queue

Use this when you want to balance based on current load:

Agents with high current workload get fewer new tasks
Prevents overloading while others are idle
Dynamically adjusts as workload changes

Example:

Agent A (workload: 15 tasks) - Gets fewer new tasks
Agent B (workload: 5 tasks) - Gets more new tasks
Agent C (workload: 2 tasks) - Gets the most new tasks

When to Use Each Mode

Priority Mode is best for:

Seniority-based routing - Senior staff handle complex or VIP cases
Expertise levels - Specialists receive relevant tasks first
Ramp-up periods - New hires get fewer tasks while training
Performance incentives - Top performers receive more opportunities

De-prioritize Mode is best for:

Load balancing - Distribute evenly across available agents
Prevent burnout - Don’t overload busy team members
Fair distribution - Everyone gets a reasonable share
Capacity management - Respect individual workload limits

Example Configurations

Senior-First Routing

Sarah (Team Lead): weight 10 - Priority mode
Mike (Senior): weight 8 - Priority mode
Alex (Mid-level): weight 5 - Priority mode
Jordan (Junior): weight 2 - Priority mode

Result: Sarah and Mike handle most tasks; Alex and Jordan get overflow

Workload-Based Distribution

Agent A: weight 15 (current tasks) - De-prioritize mode
Agent B: weight 5 (current tasks) - De-prioritize mode
Agent C: weight 2 (current tasks) - De-prioritize mode

Result: Agent C gets next task, then B, helping balance the load

Part-time Capacity

Full-time agent: weight 100 - Priority mode
Part-time agent (50%): weight 50 - Priority mode
Part-time agent (25%): weight 25 - Priority mode

Result: Work distributed proportionally to availability

Combining with Other Features

Workload Balancing works seamlessly with other routing criteria:

Skills + Weighting - Among qualified agents, route based on priority or load
Availability + Weighting - Among online agents, distribute fairly
AI-Powered Routing + Weighting - After content analysis, route to best available agent

This creates intelligent, multi-factor routing that considers skills, availability, AND workload.