Smart Agent Assignment

Assign the most qualified agent to your tickets - the right agent on the right ticket makes for very happy customers.

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.

as-sa-timeofdayforagents

 

Assign Agents To One Or More Departments

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Assign Agents To One Or More Products

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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.

Additional Algorithms

Please read the entire documentation set to get information about all the pre-built assignment algorithms.

Overriding 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.

 

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Basic System Requirements

  • WordPress Version 4.4 or later
  • Awesome Support Version 5.8.0 or later
  • PHP 5.6, (7.1 or later recommended)

Additional Requirements

There are no additional requirements for this item.

Documentation

Purchase options

  • Billed yearly until cancelled

  • Billed yearly until cancelled

  • Billed yearly until cancelled

Add to Cart

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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.

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Changelog

2.4.0

  • New: Added option to control which roles can set agent availablity

2.3.0

  • New: Added a sixth algorithm that is a variation on algorithm #1.

2.2.0

  • New: Added option to prevent the algorithms from running for specified channels. This allows you to run it for normal tickets but let things like Gravity Forms or Emails assign their own agents without fear of being overwritten by this module.
  • New: Added internal support for a smart-agent-bypass flag. If a metavalue is set to 1 or true in a meta field called _wpas_bypass_smart_agent on the ticket, the smart agent algorithm is not run.
  • New: Added internal support for an algorithm override flag on the ticket. If a metavalue is set in a meta field called _wpas_smart_agent_algo_override, that value will be used as the algorithm value ( currently valid values are 1 - 5 )

2.1.0

!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
! This version is a BREAKING change if you are running on multisite.
! Your user settings for this add-on will be restored to their defaults.
!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  • Fix: Settings and values that should be unique to each user on each site were global to all sites for the same user when running on multi-site (replaced update_user_meta function calls with update_user_option function calls)
  • Fix: Some settings logic was not checking for empty arrays before attempting to use the array.
  • Fix: Multi-site logic fix - Original logic assumed the users table was always going to be prefixed by 'wpdb->prefix' but users table is prefixed with 'wpdb-base_prefix'.
  • Fix: Multi-site logic fix - Settings and values that should be unique to each user on each site were global to all sites for the same user when running on multi-site (replaced update_user_meta function calls with update_user_option function calls)

2.0.1/2.0.2

  1. Algorithm tweaks
  2. Various code clean up and tweaks
  3. Added option to explicitly use the core round-robin algorithm
  4. Fixed translation strings
  5. Changed action hook used to calculate and stamp ticket with agent - used a later hook.
  6. Update license warning messages to show the name of the plugin.
  7. Fix license label not showing up in license screen.
  8. Forwarded version number to 2.0.2 to force upgrades since some users might be running early versions of 2.0.1

November 11th, 2016 V 2.0.1

  1. Final clean-up of algorithms.
  2. Code cleanup by super-duper-senior developer.

October 31st, 2016 V 2.0.1 beta 2

  1. Fixed selection of agents for algorithm by introducing an option to decide which roles are agent roles for the selected algorithm.
  2. Fixed ability to edit time fields.

September 7th, 2016 V 2.0.1 beta

  1. Added in additional time fields (2 more sets for a total of 4).

August 29, 2016 V 2.0.0

  1. Added in four more algorithms for assigning agents
  2. Created a second set of time fields for agents to account for situations where agents might have long breaks
  3. Misc cosmetic adjustments.

August 21, 2016 V 1.0.1

  1. If "multiple products" isn't enabled in Tickets->Settings, then the "set Product" field in the users profile shouldn't be there.
  2. Add the current time below the agent's availablity time so users can more easily figure out any timezone differences between their time zone and their hosting server.
  3. Change the "Plugin Name" to Awesome Support: Smart Agent Assignment