Configure automatic distribution
Configure how services will be automatically distributed among available agents.
Here you define the automatic assignment system for service requests in the Digital Workspace. When enabled, the platform automatically distributes the queue's service requests to available agents.
The criteria for this distribution are: distribution type, per-agent limit and prioritization order.
How to Access
Access: Service / Digital Service / Configure automatic distribution, as shown in Figure 1:
Figure 1: Automatic Distribution Settings.
The page displays the Allow Automatic Distribution. There, enable or disable automatic distribution. Next are the three fields: Distribution Type, Service limit per agent and Distribution Order.
At the bottom, there is a Confirm button to save the settings.
Enable Automatic Distribution
In Allow Automatic Distribution you enable or disable the entire automatic allocation system.
When enabled: Queue service requests are automatically distributed to available agents without the need for manual action.
When disabled: Agents must manually accept/pull service requests from the queue.
Tip: Enable automatic distribution for high-volume operations where allocation speed is critical.
Available Settings
1. Distribution Type
Defines the method of allocating service requests among available agents.
Figure 2: Distribution Type options.
Available options:
Linear
Distributes service requests sequentially among all available agents, following a rotating order.
How it works: The system goes through the list of available agents one by one, assigning one service request to each before returning to the first.
When to use: Ideal for teams where all agents have the same capacity and expertise, ensuring balanced distribution.
Example: If there are five available agents, the 1st request goes to the Agent A, the 2nd to Agent B, the 3rd to Agent C and so on.
Block
Concentrates service requests on one agent until they reach their limit, then moves to the next agent.
How it works: The system assigns multiple consecutive service requests to the same agent until they reach the configured limit, then moves to the next available agent.
When to use: Useful for queues with high volume.
Example: If the limit is four service requests, the Agent A receives four consecutive service requests before the system starts allocating to the Agent B.
2. Service limit per agent
Defines the maximum number of simultaneous service requests each agent can have.
Figure 3: Service limit per agent.
Numeric field: Accepts integer values (example: 4, 5, 10).
Impact:
Low limit (1-3): Ensures agents can focus fully on few service requests, improving quality but reducing total capacity.
Medium limit (4-6): Balance between quality and productivity, recommended default for general operations.
High limit (7+): Maximizes operational capacity but may compromise quality and response time.
Tip: check the dashboard Agent Average Time to First Response to see if the limit is not hindering interaction with the customer.
Attention: When an agent reaches their limit, they stop receiving new service requests automatically until they finish one in progress.
Practical example: With a limit of four, an agent who already has four service requests in progress will not automatically receive the fifth request, even if they are available in the system.
3. Distribution Order
Defines which criterion the system uses to prioritize which service requests will be distributed first.
Figure 4: Distribution Order options.
Available options:
Random
Distributes the queue's service requests randomly, without following a specific order.
How it works: The system randomly selects service requests from the queue to allocate to agents.
When to use: Rarely recommended, can be useful in very specific scenarios where there is no clear priority.
Impact: Older service requests may take longer to be served.
Fewer service requests per day
Prioritizes agents who had fewer service requests during the current day.
How it works: The system checks how many service requests each agent has handled that day and prioritizes those who handled fewer.
When to use: Ideal to prevent some agents from handling more than others.
Impact: Improves distribution of workload.
Fewer concurrent service requests
Prioritizes agents with fewer simultaneous service requests in progress at the moment.
How it works: Agents handling more at the moment will have lower priority than those who are freer.
When to use: To ensure overloaded agents can ease their load.
Impact: Reduces operational stress.
Saving Settings
After defining all desired settings, click the Confirm button at the bottom of the page to save and apply the changes.
Figure 5: Confirm Button.
Important: Changes only take effect after clicking Confirm. If you leave the page without confirming, the changes will be lost.
Configuration Examples by Scenario
High Quality Configuration
Objective: Maximize service quality with individual focus
Distribution Type: Linear
Per-agent limit: 2-3 service requests
Order: Fewer service requests per day
Result: Agents focused on few service requests, balanced distribution, fair prioritization.
High Productivity Configuration
Objective: Maximize volume of processed service requests
Distribution Type: Block
Per-agent limit: 6-8 service requests
Order: Fewer concurrent service requests
Result: Agents work in blocks, high simultaneous capacity.
Balanced Configuration (Recommended)
Objective: Balance quality and productivity
Distribution Type: Linear
Per-agent limit: 3-4 service requests
Order: Fewer service requests per day
Result: Fair distribution among agents, adequate capacity, balanced prioritization of customers.
Distribution Monitoring
After configuring automatic distribution, you can monitor its performance through the Automatic Distribution Report.
The report allows you to check:
Allocation success rate,
Unallocated service requests,
Process errors,
Allocation time.
Good Practices
For Early-stage Operations
Start with distribution Linear and a limit of three service requests.
Use order Fewer service requests per day.
Monitor before adjusting.
Assess agent feedback about overload.
For Mature Operations
Test different settings at specific times.
Adjust limits according to the complexity profile of service requests.
Use distribution Block during peak times with an experienced team.
Review settings monthly based on metrics.
Signs Adjustment Is Needed
Increase the limit if:
Many service requests remain in the queue even with available agents.
Agent occupancy rate is very low.
Decrease the limit if:
Agents complain of overload.
Average response time increases a lot.
Quality ratings drop.
Use Cases
Automatic Distribution Settings are especially useful for:
High-volume operations - automating allocation to reduce queue waiting time.
Large teams - distributing work evenly among many agents without manual management.
24/7 service - ensuring service requests are always allocated regardless of time.
Operations with strict SLAs - minimizing time between entering the queue and start of service.
Capacity management - controlling how many service requests each agent can have simultaneously.
Productivity optimization - adjusting distribution type and limit to maximize efficiency.
Reduction of abandonment - allocating service requests quickly to prevent customers from abandoning the queue.
Operational standardization - ensuring all service requests follow the same allocation criteria.
Scalability - allowing operation growth without the need for manual queue management.
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