Round Robin Task Assignment

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Summary

This base uses a large number of linked record fields, lookups and rollups, formulas, and a filtered view to assign requests submitted via form to agents in a round-robin style.

It does this by determining which agents have the least number of open requests. If there are multiple agents with the lowest number of open requests, formula fields will determine the next agent to be assigned a request based on their auto-generated ID number.

On the client's end, this results in the following behavior while filling out a form: each time the form is submitted, only one choice will show up when they choose an option for 'Assigned agent:'.

The key to this functionality is the control table. Each agent needs to be linked to the single record contained in the control table -- otherwise the base's functionality will be broken. I've incorporated an alert which will display if this link is not established 👍

This table has the logic built in to:

  • Notice newly added agents and automatically add them to the front of the queue.
  • Dynamically update as requests are completed.
  • Handle manual request reassignments and deletions.

Using this table

  • Create a new form view under 'Requests' and make the 'Assigned agent:' field required.
  • Link every agent to the control table. An alert will display if the control table is not linked to a record.
  • Agents can mark off requests as 'Complete' to dynamically update the 'Open Requests' field.
  • Do not delete or edit: Hidden fields, the filter for the 'View for Assignments' view in the 'Agents' table, or the linked record field in 'Requests' connecting to 'Agents'.
  • Clients will need to fill out the form in the 'Requests' table in order to submit new requests.
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Updated May 24, 2023 at 6:23 PM
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Nathan Anderson

I'm a CSA here at Airtable and love crafting new bases to make my life easier 👋
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