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Re: Automatically assignment of service Ticket to agents !!!!

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No. What you are asking for is "round robin load balancing" assignment which is not available today. You could create that auto assignment logic in SDK if required, which gets complex as you do need to consider different factors such as "presence" (is the agent logged in or not), re-assignment if the agent doesn't finish processing the assigned tickets, and configuration of how many tickets assigned to agent, etc...

 

Thus a more simple solution is Get Next Ticket, where it is a "trickle feed" assignment where only 1 ticket is auto assigned to the agent at a time.

 

You define queues, route tickets to the queues, setup access restrictions so that the "universal" queue an agent has access to is all of the tickets that agent "should" process, "get next ticket" rules to define what order/sequence the agent is automatically assigned a ticket from the universal queue, and end user analytics/dashboards to show the agent how many tickets they have processed compared to operational KPIs service management defines what is acceptable performance or not.

 

The reason why you do "load balancing" is more psychological for agents as they can easily see how fast they are processing tickets and what service management expects the agent to process, since as an agent you are assigned a block of tickets and only get more tickets once you finished the block of tickets.

 

You can achieve similar agent behavior as long as the analytics are setup to show the agent their performance compared to KPIs which can be done with the C4C dashboards and kpis.


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