The dialogue distribution system is designed for uniform and priority assignment of incoming dialogues between managers. The algorithm takes into account both the importance of processing each dialogue and the current workload of employees.

Dialogue sorting logic

Before distribution, the list of dialogs is sorted according to the following parameters, listed in order of priority:

Availability of unread messages
Conversations with unread messages are prioritized.

Date of last message from manager
If there was activity from a manager in the dialogue over the last 24 hours, it will not be redistributed when another employee starts a shift, until the active manager's shift is completed.

Algorithm for distribution between managers

After sorting, dialogues are distributed among managers based on their current workload.

Operating principle

Each manager keeps a counter of currently assigned dialogues.

Dialogues are assigned to those with the lowest counter.

The distribution continues until the number of dialogues among all managers is equal.

Then the appointment continues in ascending order (in the internal queue). 
 

Example

Current status:

Ivan - 0 dialogues

Vladimir - 1 dialogue

Nikolay - 5 dialogues

 

Algorithm of action:

The first two dialogues are assigned to Ivan (0 → 1, then 1 → 2).

The next dialogue is assigned to Vladimir (1 → 2).

 

The distribution then continues until all managers reach the same number.