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Why are more conversations assigned to 1 advisor if they belong to the same group or there are more agents available (online)?

Do you notice that an advisor receives many more conversations than the rest of their team despite being in the same group? Discover the three main operational reasons that cause this imbalance in assignment and how to solve them in Atom. 🚀

❓ Why does a load imbalance occur in assignment?

Atom uses an equitable routing system (Round Robin), but there are operational configurations or user behaviors that can tilt the balance towards a particular agent.

Below, we explain the three main reasons why this may be happening in your company:

1️⃣ The advisor belongs to more than one group

One of the first things you should consider when auditing your team's workload distribution is user distribution.

If an advisor belongs to more than one service group, it means they have more active assignment sources. Therefore, it is expected behavior that they receive more chat traffic than colleagues who belong to only a single group.

2️⃣ "After Hours Assignment" enabled

Another critical configuration you should review is whether the group has the "Assign after hours" option enabled (or assign in offline status). If this function is on, your advisors will be assigned conversations even if they are in a "non-assignable" state (such as lunch or break).

If you want assignment to be strict only for those connected and want to turn off this function, follow these steps:

  1. Go to the left side menu: Settings > User Management > Groups.

  2. Locate the group involved and, on the right side, click on the 3 vertical dots.

  3. Select the Edit option.

  4. Disable the after hours assignment toggle and save the changes.

3️⃣ More time in "Online" status

Real connection time is a determining factor. If an advisor remains in Available (Online) status for much longer than their colleagues, the probability that the system assigns them new incoming conversations increases drastically.

  • How can you audit this? You can check how much time each team member actually spent connected by going to the Reports > Agents Section > Agent Status menu.

💡 Operational tip: If you identify that the imbalance occurs for this reason, it is essential to re-educate your advisors about the importance of changing their statuses correctly (to break, rest, or offline) when they are not in front of the screen.

Keep a fair and balanced workload! 🚀

Auditing which groups your agents belong to, adjusting scheduling rules, and encouraging proper use of statuses will allow you to ensure that your entire team receives equal service opportunities. ✅

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