Settings > Application > Assignment
You will see we have a number of different options for assignment, the video below will walk you through these settings.
Only assign to online agents.
An agent is classed as online if they have been active within the last 10 minutes. Using this setting in conjunction with automation, applications/enquiry’s will only be assigned to agents who are online and have been active in the last ten minutes. The distribution of the assignment is done on a “round-robin” scheme where the auto-assignment will assign to the person who was assigned a task the longest time ago”.
So, if we have three agents and all are online in the last ten minutes the person who took the last enquiry/application the longest time ago will be assigned the next enquiry/application.
Warning – If you do not tick the above box and use assignment in automation applications/enquiry’s will be assigned to anyone who has the custom role "Can be assigned applications"
You can customise which sources and categories each user can work on in the users area. This allows you to use different strategies on whom is assigned an application and allows you to create distribution based on the source of business, category or both.
Any user can be assigned to an application
No matter what the source/category is it will be distributed across all of your agents.
User must have a matching category Under settings > Account > Users > Click on any user
You will see the option on the right-hand side to assign application category’s that this user is permitted to be assigned application’s/enquiries for. An example use case for source would be having different agents working different categories of applications/enquiry’s, so I have one set of users working applications/enquiry’s whom are prime (If we set a category up to tag prime applications/enquiry’s using credit scoring) I have another set of users who specialise and therefore are assigned sub-prime. There are lots of different ways you could split this out using category’s a few examples would be - Prime/Subprime Age Income User must have a matching source Under settings > Account > Users > Click on any user You will see the option on the right-hand side to assign application sources that this user is permitted to be assigned applications/enquiry’s for. An example use case for source would be having different agents working different sources of business, so maybe you start new starters on the less valuable sources of business so they can learn the process, that could be achieved using this. Another use case would be for example I have enquiry’s from AutoTrader worked by one set of people and enquiry’s coming from my website by another. User must have a matching source and category Under settings > Account > Users > Click on any user In exactly the same way as above you may want to be a little more specific and say I only want these users working AutoTrader applications/enquiry’s which are prime, or I only want this user working applications/enquiry’s which are from the website and subprime. When a user opens an unassigned application, automatically assign them to it. This setting is often used in large call centres where agents get assigned when they click into an application/enquiry which has not already been assigned to someone. So, the very first time an agent clicks into an enquiry it will assign it to them. When a user manually creates an application, automatically assign them to it. For walk in’s or enquiry’s taken over the phone it is possible for them to be assigned straight away to the person creating the enquiry (Using the add application/enquiry workflow).