Assigning the right chats to support agents is crucial for efficient customer support. Quick agent response leads to an enhanced customer experience.
Navigate to the 'Settings' tab and click on 'Assignment Logic' to implement a strategy that enhances agent efficiency.
Configuration:
Configure the chat flow for your agents by choosing from the following options:
Unassigned - Agents can manually select or pick chats from a shared inbox.
Round robin - Chats are assigned in a rotating manner to live agents.
Auto-close tickets - Chats will automatically close if there is no activity for a specified period.
SLA policies - Implement Service Level Agreement (SLA) policies to set and maintain response time targets for your teams.
Working hours - Specify team working hours to determine the time frame during which tickets can be assigned to agents within the team.
Sticky sessions - Customers are reconnected to the same agent who handled their last chat
We’ve introduced the ability to make the "Auto-Assign Ticket on Agent Response" feature optional. This update gives you greater flexibility in managing ticket assignments.
Previous Behavior
When Agent X responded to a ticket assigned to Agent Y, the ticket would automatically be reassigned to Agent X.
New Capability
With this setting disabled in Assignment Logic, the ticket will remain assigned to Agent Y, even if Agent X responds.
This ensures tickets stay with the originally assigned agent unless reassignment is explicitly required.
Default Setting
By default, the "Auto-Assign Ticket on Agent Response" feature is enabled.
If needed, you can disable this feature through the Assignment Logic settings.
This enhancement provides more control over ticket assignments, allowing you to customize workflows according to your team’s needs.
Facebook Channel Assignment Logic
You can now set up custom assignment logic for the Facebook channel in Helpdesk Assignment Logic settings.
Key Features:
Create Ticket
Based on assignment type selected (Round Robin / Unassigned)
Assign to Specific Team
Assign to Specific Agent (only for Round Robin)
Don't Create Ticket
FYI – Similar assignment customizations can be achieved for WhatsApp, Instagram, and Email via Journeys.
You can also customize assignment logic for Facebook Comments and Facebook DMs using the following options:
Create ticket
Don’t create a ticket
FAQs
1) What are the criteria for assigning leads or tasks to team members?
Criteria can be the basis assignment logic discussed above:
Shared inbox
Round robin
2) Can I set up different assignment rules for different teams?
As of now, the assignment functionality is implemented at the brand level, and there is no support for setting up assignments at the team or agent level.
3) How can I prioritise assignments based on different factors?
Assignment prioritisation can vary based on business scale and specific use cases. For smaller teams with 2-3 agents, a shared inbox assignment logic may enhance efficiency, while mid-sized teams of 5-8 might benefit from a Round robin assignment logic to ensure equitable distribution and agent efficiency.
4) Is there a way to automate the assignment process?
Currently, we utilize assignment processes from the settings page, and it operates on a self-serve basis rather than a workflow-based assignment process.
5) Can I manually override assignment rules if necessary?
Yes, you can manually assign/reassign chats to teams or agents from the ‘Helpdesk’ window.
6) Can I set different assignment rules for Facebook comments and messages?
Yes. Facebook comments and DMs can now have their own custom assignment logic—either to create a ticket or not—configured directly within Helpdesk settings.
For further assistance or to raise feature requests related to Assignment Logic, please contact [email protected]