Assignment, capacity and round robin

Available on: Growth, Pro, Enterprise.

Assignment rules decide which tickets each agent may get, which views they play, how many open tickets they hold, and whether new tickets are assigned automatically. Without rules, every agent can play every view they see, with no limit.

Create a rule

1. Open Admin Center, Business rules, Assignment and choose New rule.
2. Give it a Name, for example "Payments team".
3. Choose the Agents it applies to.
4. Under Tickets they may get, add conditions, for example group is Payments. No conditions means any ticket.
5. Under Views they may play, pick views, or leave it empty for every view they can see.
6. Set the Capacity: the maximum open tickets per agent, from 1 to 10,000. Only New and Open count; Pending and On-hold don't. Leave it empty for no limit.
7. Choose Automatic assignment:
   • Off: agents pull tickets with Play;
   • Round robin: agents take turns, in order;
   • Least loaded: the agent with the fewest open tickets;
   • Best match: ranks agents by skills, presence, capacity per channel and history with the customer.
8. Turn on Only agents who are online to skip agents who are away or offline.
9. Save.

Automatic assignment gives new, unassigned tickets that match to one of the rule's agents who is a member of the ticket's group. Rules apply in the order of the list; an agent in several rules may take tickets matching any of them, and the lowest capacity applies.

Capacity per channel

Admin Center, Business rules, Omnichannel routing sets how many open email and messaging tickets an agent may hold, as a default rule plus rules for named agents. Best match and play mode skip agents who are at capacity for the ticket's channel.

What agents see

In play mode, agents see how many tickets are waiting and their open tickets against their limit. At the limit, they see At your limit until they solve or hand over tickets.

Skips

When agents skip a ticket in play mode, they give a reason. Skipped tickets lists them, filtered by agent, view and date, so team leads can spot routing problems. It needs the See skipped tickets permission.

Related

• Play mode
• Route tickets by skill