The “SupportCandy Assign Agent Rules” add-on simplifies the process of assigning agents to new tickets automatically, based on predefined rules. Here’s an overview of how it operates:
Functionality Overview:
- Rule Establishment: Administrators define rules that encompass conditions and the designated agents or agent groups for assignment.
- Ticket Creation: When a customer generates a new ticket, the system evaluates the conditions against all available rules.
- Agent Assignment: Agents specified in the rules matching the conditions get assigned to the ticket. If multiple rules apply, agents from all matching rules are assigned.
Automated Agentgroup Assignments:
There are three methods for automatically assigning agent groups:
- Assign Agentgroups Only:
- Agentgroups function as agents. Their supervisors can access and manage tickets when assigned.
- Supervisors possess the authority to assign tickets to group members, including themselves.
- Assign Group and Member (Including Supervisors):
- This method assigns both the group and one of its agents (member) based on workload or closest working hours.
- It includes supervisors among the members considered for assignment.
- Assign Group and Member (Excluding Supervisors):
- Similar to the previous method, it assigns the group and a member based on workload or closest working hours.
- However, in this case, supervisors are excluded from the list of members considered for assignment.
This add-on streamlines the process of automatically assigning agents or agent groups to newly created tickets, reducing manual effort and ensuring tickets are allocated based on predefined conditions and criteria.
