What comments are included in Round Robin?
Round Robin only assigns comments as they are processed by the workflow after it’s enabled.
This means:
Comments created before the workflow was enabled are not included.
Comments received while the workflow is disabled are not processed by that workflow.
📌 Each workflow only applies to new incoming comments from the moment it is active.
What happens when no agents are available?
If a comment enters the workflow when no agents are active:
It is placed into a holding queue (not skipped).
A background processor checks the queue approximately every 10 minutes.
During each check, the system evaluates whether agents are active and eligible for assignment.
Eligible comments are assigned when the system detects available agents during one of these processing cycles.
📌Once an agent becomes active, comments in the queue are automatically assigned.
How long do comments stay in the queue?
Unassigned comments are held in the round robin holding queue for a maximum of two days. If no agent logs in within 48 hours, those comments leave the assignment system.
Does changing an agent status to "active" trigger the assignment of all existing comments?
Changing a status to "Active" does not trigger a sweep of the existing "To Review" backlog.
When an agent changes status to Active:
Only new incoming comments and eligible queued comments are considered for assignment.
The existing “To Review” backlog is not reprocessed or redistributed.
Activating an agent does not trigger a sweep of past comments.
Can the system unassign comments from a user’s queue?
Yes, but only in a limited case. The system can remove pending comments from an offline user’s queue if those comments were originally assigned to that specific user by the same Round Robin workflow.
How do multiple workflows work together?
All enabled Round Robin workflows run in parallel.
This means:
Workflows operate independently and have no priority order.
A single comment can be processed by multiple workflows.
If two workflows assign the same comment to different users, both assignments are applied.
If two workflows assign the same comment to the same user, the duplicate assignment is automatically skipped.
How does the “Max in To Review per user” limit work across workflows?
The “Max in To Review per user” setting is applied globally at the account level, not per individual workflow.
If an agent reaches this limit due to combined traffic from multiple workflows:
All round robin workflows will skip that agent.
They become eligible again once their queue drops below the limit.