> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aifocus.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Automatic Distribution (Agent Assignment)

> Configure how conversations are automatically distributed among agents

# 🔀 Automatic Conversation Distribution

Configure intelligent rules to automatically distribute conversations among agents and teams.

***

## 📋 What is Agent Assignment?

**Agent Assignment** is the system that automatically decides which agent receives each new conversation.

**Without assignment:**

```
New conversation → Unassigned → Agent must manually take
```

**With assignment:**

```
New conversation → System auto-assigns → Agent receives notification
```

***

## 🎯 Distribution Methods

<CardGroup cols={2}>
  <Card title="Round Robin" icon="rotate">
    Equal rotation
  </Card>

  <Card title="Load Balanced" icon="scale-balanced">
    Based on capacity
  </Card>

  <Card title="Skill-based" icon="star">
    By specialization
  </Card>

  <Card title="Priority" icon="flag">
    By priority
  </Card>
</CardGroup>

***

## 🔄 Round Robin (Rotation)

**How it works:**
Distributes equally to all agents in order:

```
Agents: Maria, John, Peter

Conversation 1 → Maria
Conversation 2 → John  
Conversation 3 → Peter
Conversation 4 → Maria (back to start)
Conversation 5 → John
```

**Advantages:**

* ✅ Fair distribution
* ✅ Simple to understand
* ✅ Everyone serves equally

**Use when:**

* All agents have same skill
* Want equal distribution
* Small team

***

## ⚖️ Load Balanced (Load Balancing)

**How it works:**
Assigns to agent with FEWER open conversations:

```
Current state:
├─ Maria: 3 conversations
├─ John: 5 conversations
└─ Peter: 2 conversations

New conversation → Peter (has least)

After assigning:
├─ Maria: 3 conversations
├─ John: 5 conversations
└─ Peter: 3 conversations

Next conversation → Maria
```

**Advantages:**

* ✅ Distributes based on real load
* ✅ Prevents overload
* ✅ Adapts dynamically

**Use when:**

* Large teams
* Resolution speed varies
* Want to prevent burnout

***

## ⭐ Skill-based (By Specialization)

**How it works:**
Assigns based on skills/specialization:

```
Agents:
├─ Maria: Skill "Sales" + "English"
├─ John: Skill "Support" + "Technical"
└─ Peter: Skill "Sales" + "Financial"

Customer: "I need technical support"
System detects: Tag #support
→ Assigns to John

Customer: "I want to buy" (English)
System detects: Language EN + sales interest
→ Assigns to Maria
```

**Configure skills:**

1. **"Agents"** → Select agent
2. **"Skills"** → Add
3. Examples:
   * Languages: Portuguese, English, Spanish
   * Products: Product A, Product B
   * Expertise: Technical, Sales, Financial

**Advantages:**

* ✅ Customer speaks with specialist
* ✅ Faster resolution
* ✅ Higher satisfaction

***

## 💡 Best Practices

### Planning

✅ **Start simple**: Round Robin first\
✅ **Monitor metrics**: See what works\
✅ **Adjust gradually**: Improve with data

### Capacity

✅ **Define realistic limits**: 8-12 conversations/agent\
✅ **Respect schedules**: Don't force overtime\
✅ **Buffer for peaks**: Reserve extra capacity

### Specialization

✅ **Cross-training**: Agents know multiple areas\
✅ **Always backup**: Skill never with 1 person only\
✅ **Document processes**: Easier to train new ones

***

## 🚀 Next Steps

<CardGroup cols={2}>
  <Card title="Automations" icon="robot" href="/en/user-guide/automations">
    Combine assignment with automations
  </Card>

  <Card title="Reports" icon="chart-line" href="/en/user-guide/reports">
    Analyze distribution efficiency
  </Card>
</CardGroup>