Assigning agents to the new tickets manually is a tedious and time-consuming task. This add-on solves this problem by automatically assigning agents as per pre-defined rules.
How does it work?
- The administrator sets rules, including the conditions and agents/agentgroups to assign.
- When a customer creates a ticket, the system matches the conditions of all the available rules.
- Agents of matched rules will be assigned to the ticket. When multiple rules are matched, agents from all matched rules will be assigned to the ticket.
Assign agentgroups
There are three ways to assign agentgroups automatically, as given below.
Assign agentgroups only
Agentgroups are considered agents; their supervisors can see the ticket when assigned. Supervisors can further assign tickets to one or more group members, including himself.
Assign group and one of its members, including supervisors
This method not only assigns the group but also assigns one of the agents (member) by workload or closest working hours. The members to be considered also include supervisors.
Assign group and one of its members, excluding supervisors
This method not only assigns the group but also assigns one of the agents (member) by workload or closest working hours. The members to be considered exclude supervisors.
