What happens to incoming cases once the agent case capacity is met for a round-robin rule?
The round-robin assignment rule will distribute and assign the incoming cases equally amongst a group of agents. Not to overload your agents, you can set a capacity for cases, i.e., the maximum number of cases that can be assigned to each agent at a time. So cases are assigned to the least loaded agent first and are then distributed to other agents in the group until they reach the capacity you’ve set.
When the capacity is reached, any surplus cases created in your tolktalkCX dashboard are held back in a queue (backlog). The cases from this queue are assigned to agents as and when they resolve one of their assigned cases.