Introduction
Automating ticket assignments in Richpanel ensures a balanced workload among agents and timely responses to customers. This guide will help you set up assignment automation, enhancing your team's efficiency and customer satisfaction.
Prerequisites
You must have admin access on Richpanel and knowledge of your team's operational workflow and agent capacities.
Steps to Enable Assignment
Step 1: Access Assignment Automation Settings
- Log into your Richpanel account.
- Go to the 'Settings' from the sidebar.
- Click on 'Automation' and then select 'Assignment'.
Step 2: Configure Assignment Type
- Under 'Assignment Type', select how tickets should be distributed among agents. Options include:
- Manually Assign Ticket: For smaller teams or specific issues.
- Balanced: Distributes tickets based on the current workload.
- The Balanced assignment method aims to distribute tickets to agents based on their current workload. This ensures that no single agent becomes overwhelmed with too many tickets by assigning tickets to others who have fewer.
- Suppose you have three agents: Alice, Bob, and Carol. Alice is currently handling two tickets, Bob is handling three, and Carol has four. When a new ticket comes in, the Balanced assignment system will prioritize giving this ticket to Alice, the agent with the lightest current workload. As tickets are resolved and new ones come in, the system continuously assesses and assigns tickets in a way that balances the workload across all agents.
- Round Robin: Distributes tickets in a round-robin fashion.
- Round Robin is a rotational system that assigns tickets in a fixed order, regardless of each agent's current workload. This method is equitable over time, as it gives each agent an equal chance to handle tickets.
- Using the same three agents, let's say the Round Robin sequence starts with Alice, followed by Bob, and then Carol. If Alice receives a ticket first, Bob will get the next one, and then Carol, irrespective of how many tickets they are currently working on. After Carol, the system loops back to Alice for the next ticket, and this cycle continues.
Step 3: Set Agent Capacity
- In the 'Agent Capacity' section, specify the maximum number of conversations an agent can handle at once for different channels:
- For chat-like channels (e.g., Live Chat, FB Comment), set a limit for real-time conversations.
- For ticket channels (e.g., Email, SMS), set a limit for asynchronous conversations.
Step 4: Adjust Channel Settings
- Under 'Channels', define which channels will be considered chat like channels and which will be considered ticket channel for your team.
- Set these based on the urgency and nature of conversations specific to each channel.
Step 5: Define Inactivity Timeouts
- Scroll down to 'Inactivity Timeouts' to set rules based on chat inactivity:
- For chat-like channels, determine how long an agent must be inactive before reassigning the chat to another agent.
- For ticket channels, specify the number of tickets that if missed agent’s status is changed to offline automatically.
Step 6: Save Your Automation Settings
- Review all the settings to ensure they meet your operational needs and team's capacity.
- Click 'Save' to apply your new automation rules for assignments.
Conclusion
With automation set up for assignments in Richpanel, tickets are distributed efficiently, ensuring agents can manage their workload effectively. This setup helps maintain quick response times and high levels of customer service.