To auto-assign conversations within your team, consider factors such as agent load level, available bandwidth, and other relevant parameters. Only team members who are logged in and active for conversations will be assigned tasks through IntelliAssign and Omniroute. This ensures that conversations are distributed efficiently, allowing agents to manage their workload effectively and provide timely support to customers.
- To enable this feature, you need to enable it by going to Admin > Configure > IntelliAssign.
2. Then, choose between the following two options:
IntelliAssign: IntelliAssign is a smart feature that automatically assigns conversations to your team members based on their current load levels and the overall conversation load within a group. This ensures that each team member receives a manageable number of conversations, optimizing efficiency and preventing overload.
Omniroute: Omniroute is designed to balance the workload across various Topics for your agents. It intelligently auto-assigns tickets, chats, and phone calls to agents based on their available bandwidth. This helps in distributing tasks evenly, allowing your team to support customers more quickly and effectively.
Note: the current set up is using the IntelliAssign option as it is more convenient for the Live Agent feature.