These are suggestions on Auto-Assignment Enhancements.
- Round Robin Assignment option along with Load based one.
- Assignment on Resolve Date instead of active flag.
- Available flag can be set at Group Membership Level instead of contact level.
- Scoreboard or Alert to Group Manager if there are no available members in the Group
Current challenge is if analyst is made available after a break or long leave, then all the tickets gets assigned to single individual till the load is balanced. Since current logic checks for active tickets, even resolved/serviced tickets is considered for assignment. This feature would really be a great productivity improvement for all Group managers.