Round Robin

How is it triggered

The round robin, only used for Zendesk US Government, runs via gitLab Scheduled pipelines using a specific schedule for each Zendesk instance:

• Global: Every 10 minutes of every hour of every day (*/10 * * * *)
• US Government: Every 10 minutes between the hours 0500 to 1200 (Pacific time) Monday through Friday (*/10 5-12 * * 1-5)

How it works

Zendesk US Government

• Ruby version: 3.2.2
• Gems used:
  • activesupport
  • faraday_middleware
  • google-apis-calendar_v3
  • json
  • oj
  • yaml
• CI/CD image: ruby:3.2.2

Before each job runs, it performs a few actions to setup the image to perform the needed actions:

• Output the response from running the command ruby -v
• Install the bundler gem
• Run the bundle command
• Put the values of the environment variable SERVICE_CREDS into the file data/config.json

After this, the ./bin/run script is executed, which simply requires the script files and runs the function RoundRobin::Zendesk.run!.

The script will then determine the current workloads of all agents that are part of the round robin assignment used by US Government. This is done by first determining the list of available agents.

To determine the list of available agents, the script will parse the file data/agents.yaml. It will then gather the list of people on PTO at the current time of the scripts run. Using this, it will remove agents from the list of agents obtained when paring the data/agents.yaml file who are currently listed as being on PTO.

Using this list of available agents, the script will then gather the current workload of each agent, which is defined by reviewing the list of assigned tickets to said agent that are currently have a status less than solved.

For each ticket found in this way, the ticket’s Ticket Weight field is used to determine the current total workload of said agent:

• In cases where the ticket is using the emergency form and has no Ticket Weight value, the assumed value is 5
• In cases where the ticket has no Ticket Weight value and is not using the emergency form, the assumed value is 1

Using the sum of all these values, the agent’s workload value is calculated.

With that stored in memory, the script will then gather the list of tickets currently awaiting assignment by fetching the tickets currently within the Not round robined view.

With that list in hand, the script determines who each ticket will be assigned to. This is done by locating the lowest workload on all available agents, creating an update object using that information (which is stored in memory), and incrementing the agent’s workload value by 1 (the default ticket weight for a new ticket).

After processing all those, bulk updates are made via the Zendesk API for the Zendesk instance to update the tickets.

Source projects

• Zendesk US Government

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