IntelliAssign offers two types of logic to auto-assign conversations within your team. Select the type of logic based on your requirements and follow the steps to set it up.
Load-Based Logic: this logic automatically assigns conversations to a team member who has the highest percentage of free bandwidth at that given time. Bandwidth is calculated as the number of available slots divided by the total number of slots. This ensures that conversations are distributed to agents who have the most capacity to handle additional tasks, optimizing efficiency and preventing overload.
Round Robin Logic: it automatically assigns conversations to the team member who hasn’t been assigned a conversation for the longest time, while also considering the available bandwidth of the team member at that given time. This method ensures a fair distribution of conversations among team members, balancing the workload and preventing any single agent from becoming overwhelmed.
After deciding the type of logic, you will be able to change the settings for the agent as shown below:
Then, click on save after making any changes to update the settings.
Auto Resolve
The Auto Resolve feature can be enabled to automatically resolve conversations when they become inactive. This ensures that inactive conversations are efficiently managed and closed without manual intervention.
Load Level Configuration
This section focuses on configuring the load levels for agents to ensure a balanced distribution of work. It describes how the system can track the number of active chats each agent is handling and adjust the assignment of new chats accordingly. By monitoring and managing load levels, the system aims to prevent any single agent from becoming overwhelmed and to maintain a high level of customer service.
By monitoring and managing load levels, the system aims to prevent any single agent from becoming overwhelmed and to maintain a high level of customer service.
There are three predefined load levels: Beginner, Intermediate, and Expert:
Beginner: Agents at this level are typically new to the system and may still be in the process of learning the ropes. They are assigned a limited number of chats to handle simultaneously, allowing them to focus on providing quality service while gradually building their confidence and skills.
Intermediate: Agents at this level have gained a moderate amount of experience and are comfortable handling multiple chats at once. They are assigned a higher number of chats compared to beginners. Intermediate agents are often given more complex queries and are expected to manage their time efficiently to maintain a high level of customer service.
Expert: Agents at this level are highly experienced and proficient in handling a large volume of chats simultaneously. They are assigned the highest number of chats and are often tasked with resolving the most complex and challenging queries. Expert agents may also take on additional responsibilities, such as mentoring beginners and intermediates or handling escalated issues.
Adding Load Levels
To add a new load level, you need to follow these steps:
Go to Admin > Configure > IntelliAssign
Locate the Load Level section and click on
. Enter the Load Level name, add individual agents and set the limit for maximum active conversations per team member.
4. Click on “Save” to update the changes.
Editting Load Levels
To modify the load levels, follow these steps:
- Navigate to the Load Level section and click on the right side of the Load Level indicator.
3. Save your changes to apply the modifications.
Group Settings
You can update the group settings to enable IntelliAssign for specific groups, allowing for a more customized setup. This feature lets you tailor the IntelliAssign functionality to meet the unique needs of different groups within your organization, ensuring that conversations are assigned efficiently and effectively based on the specific requirements of each group.
