Team Operation - balance load with parallel on-call responder

Question

Situation: there is a defined team, let's say for 1st level support. For the team I have an on-call schedule, having always exactly ONE agent on call at a time. Example:

This allows me to assign all incoming tickets via automation rule to the "on-call responder" in this team. This works like a charm.

Problem: How to handle larger teams, having i.e. 3 agents at the same time on-call? Is there a mechanism to automatically assign the tickets in a balanced way among the 3 agents? What is here your best practice or experience in this scenario?

Appreciated if you can share your thoughts on this or how you would approach this. Maybe instead of assigning the ticket directly just working with alerts to the team of on-call responders?

Feel free to ask of things are unclear.

Thanks in advance

Rudy

Rudy Rohde · Answer

Hello Dan, thanks for your reply.

I saw that "User in a defined list" thing....but it requires a fixed list of users which contradicts the idea of having the responders being dynamically determined by the teams schedule.

As far as I saw, the user list can only be composed by "actual users" und not by a "team" :(

Any other idea?

Cheers

Rudy

Dan Breyen · Answer

Hi Rudy, there is an Automation template to schedule to a group or list of names based on a group.  There's an option for a 'Balanced' workload, or a Round-Robin method.  With a little manipulation, I think this would probably work in your situation. It's in the "Information Technology" section. I think it's the first one.

Hope that helps.