Round-Robin Conversation Assignment with Agent On-Shift Status

Description:

Conversations in Sparrow Intel are assigned manually, one at a time. There is no way to automatically distribute incoming conversations across the agents who are currently working, and no concept of an agent being on or off shift. As a team scales, manually balancing the workload across agents becomes time-consuming and uneven.

For example, the team uses HelpWise for email ticketing, where each agent can toggle their status on when they start their shift and off when they finish. Incoming tickets are then automatically distributed only among the agents who are currently on shift. Sparrow does not currently offer an equivalent, so conversations have to be assigned by hand.

Requested Enhancement:

• Add round-robin assignment that automatically distributes incoming conversations across available agents.
• Add an on-shift / off-shift status that agents can toggle, so only on-shift agents are included in the rotation.
• Allow conversations to be balanced automatically based on who is actively working, similar to the HelpWise model.

Benefit:

Automatic, shift-aware assignment would distribute workload evenly across the team without manual effort, ensure conversations only route to agents who are actually working, and help maintain consistent response times as the team scales.