Things To Know About Auto-Assign

AUTO ASSIGN SUMMARY

• During auto-assign enabled - an admin or any agent can't assign to any user for any ticket. the system will take control.

• Auto Assign will search for the last 07 days' communication ( unhandled by CommEngine ) for any given moment.

• Admin can assign an inbox or feed or both to an agent.

• Admin can design hourly expected rate of handling ticket per agent, by default its inbox=50/agent/hour + Feed=50/agent/hour

• Admin can set interval period when auto-assign will run, minimum and default = 5 min

• No manual refresh not required, the assignment can be re-initiated again.

• The agent can re-assign from his “Assigned” job to another agent if permission checked.

• In case the agent wants break time, just click “Pause Auto-Assign” from the feed inbox.

• Admin Can set expected ticket per hour from Administration>User>Settings> User's Ticket Handling Capacity for Inbox per Hour & User's Ticket Handling Capacity for Feed per Hour

ENABLE/DISABLE AUTO ASSIGN

Enable/Disable Auto-Assign is 02 min task only:
 
 Administration>Settings>Ticket Tab >
 Enable Auto Assign ( set Auto Assign Run Time )

USER-WISE ENABLE AUTO ASSIGN

USERWISE ENABLE AUTO ASSIGN

Enable auto-assign will be considered for every agent including admin ,
unless admin uncheck from CommEngine>Administration>User>Permission(click)
>Auto-Assign>Inbox/Feed

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