SAC Wheel - No Lead/Service Restrictions

In customer service operations, especially in support teams, it is common for tickets to remain for long periods in the “Waiting” stage, depending on triage or manual distribution. This bottleneck reduces service agility, hurts the customer experience, and can create an uneven distribution of workload among agents.

To eliminate this problem, an effective solution is the implementation of a support roulette: an automated mechanism that distributes tickets sequentially and evenly among agents. As a result, no ticket is left unstarted, and all are handled in a fair and organized way.

In this article, you will learn how to set up an efficient support roulette, capable of starting tickets automatically and keeping the queue constantly moving, optimizing your team’s workflow.

Check out the tutorial below.