Smart Agent Assignment
Do you have multiple support agents in multiple departments or that each specialize in supporting a subset of your products? If so, then this extension is tailor-made for you! It allows you to select from 6 different algorithms to intelligently route incoming tickets to the proper support department or personnel.
The default assignment algorithm for new tickets is simple – tickets are assigned to the agent with the least number of open tickets. With this add-on, there are five new algorithms that use a combination of Departments, Products and Agent Availability to control which agent is assigned a ticket.
You can view the entire documentation set to get more information about all the pre-built assignment algorithms.
Working Hours For Agents
Agents can be assigned up to four blocks of working hours – accounting for up to three breaks per shift.
Assign Agents To One Or More Departments
Assign Agents To One Or More Products
The Basic Algorithm
The simplest algorithm included in this extension simply assigns tickets to agents based on departments and working hours. If an agent is not available then the ticket is assigned to any agent with the least number of open tickets.
Please read the entire documentation set to get information about all the pre-built assignment algorithms.
For most users a single algorithm is all that is needed. However, there are situations where you might want to turn off the algorithm and fall-back to the core round-robin algorithm. Or you might want to change the algorithm in use entirely on a ticket by ticket basis. These are advanced scenarios generally employed by the largest help desk operations.
The SMART AGENT add-on supports these scenarios – get more information in the OVERRIDING ALGORITHMS documentation.
Basic System Requirements
- WordPress Version 4.0 or later
- Awesome Support Version 4.3.0 or later
- PHP 5.6 or later
There are no additional requirements for this item.
Recurring Subscription Notification
The pricing for this (and most other add-ons) is set as a subscription by default. However, you are free to cancel the recurring subscription at any time – you will still be entitled to the one year of free updates and support from the time of your last payment. The software will generally continue to work without additional payments. However, you should be aware that, as with all software, a future update of any of WordPress / Awesome Support Free Core could include a breaking change. At that time, if you are not on a subscription plan, you will need to purchase a new license to obtain the compatibility updates necessary for the product to continue to work.
To cancel your subscription:
- Credit card or stripe users- just go to your MY ACCOUNT page on our website.
- Paypal users - cancel from directly inside your Paypal account.
This notice does not apply to service products such as custom programming or to free plugins.