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
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.
For further assistance or to raise feature requests related to Assignment Logic, please contact [email protected]