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Enable Individual Maxcount
Advanced Rotation Configuration offers a unique feature called ‘Individual MaxCount’, which indicates the maximum number of open tickets that can be assigned to a team member. This ensures that their daily work doesn’t get cumbersome, and tickets don’t keep piling up unchecked for any team member. Once a team member reaches his maxcount, they are not auto-assigned any more tickets until they resolve one of their open tickets. The incoming tickets are distributed to the other team members in either a fixed or a distributed pattern. If all team members reach their maxcount, then all the incoming tickets are placed in the pool, which can be viewed in the Active Pool Dashboard section.
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