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
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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