Round-robin assignment
Definition
Round-robin assignment hands new enquiries to team members in turn. It keeps the workload even and makes sure that no enquiry is left without an owner.
How does round-robin assignment work?
With three coordinators, the first enquiry goes to Ayşe, the second to Mehmet, the third to Elif and the fourth back to Ayşe. Nobody cherry-picks and nobody is swamped. Assignment can follow rules as well: German-speaking patients go in turn to the two coordinators who speak German, and hair-transplant enquiries to the hair team.
Two things need settling up front: taking people out of the rotation when they leave, and deciding where enquiries go when no rule fits. Otherwise unowned enquiries pile up and first response times grow. It also helps to order the rules from the most specific to the most general.
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