What Is an Auto Assignment?
An auto assignment is an automatic prioritization mechanism for conversations and their distribution among agents. The mechanism assigns conversations to agents according to permission, agents’ availability, and additional parameters.
Note:
- The inbox filtering will be on the “Assigned to me” tab for call centers working with automatic assignment. If there is no automatic assignment, the agent should choose the “Open Conversations” filter.
- You can use the Automatic Assignment module to route conversations to specific team members based on their availability, assigned channels, and more.
- Once the module is activated, the different channels’ conversations can be automatically attached to the agents assigned to the relevant inquiry.
- The conversation must be assigned to an agent to receive priority.
- If the conversation is not assigned and transferred to a channel/sub-channel, it will not be affected. If the agent has permission for the channel/sub-channel, the system will not prioritize the conversation. If a conversation moves from channel X to channel Y, this option must be turned on in channel Y.
Installing the Module
To install this module, click on the Settings icon and select the Auto Assignment module from the Automation modules:
For installation instructions, click the Auto Assignment User Guide.
