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Smart Agent Assignment (2.0.1-RC05)

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6 months ago
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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 5 different algorithms to intelligently route incoming tickets to the proper support department or personnel.

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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.

New Working Hours For Agents

Agents can be assigned up to four blocks of working hours – accounting for up to three breaks per shift.

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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.

More Information

Please read the entire documentation set to get information about all the pre-built assignment algorithms.  (Select SMART AGENT ASSIGNMENT from the left hand side of the screen).