Lets assume when lots of tickets generated at the same time and all are automatically assigned to single agent/technician but you have other agents/technician which are free right now and don’t have work to do because all are assigned to first agent.

For handelling such kind of situation OCRDESK has a load balancing mechanism in which tickets are assigned to the least loaded agent first and are distributed to other agents until they reach the threshold you’ve set. Thereafter, tickets are assigned to an agent as and when he/she resolves one of the assigned tickets.