Does the early bird get all the worms?Answered
Assuming the following scenario...
- All agents have 0 open tickets assigned to them before setting themselves to offline for the night.
- Capacity limit for these agents is set to 5
- 5 email tickets come in over the middle of the night an are tagged for auto routing
- Agent #1 logs in and sets their status to Online (before any of the other agents do so)
Will Agent #1 instantly be assigned all 5 of the tickets that came in overnight?
Yes , that is the current behaviour.
Do you think it should not assign up to the max for the first agent online? If it shouldnt, then how long should it wait for another agent to come online before assigning the rest of the ticket? Or is there a better way?
Two solutions to this that I can see would be enabling a time of day when tickets start being routed. I.e. If company hours start at 8AM, the company could set tickets to start being assigned at 8:05AM, which would make sure that all technicians had enough time to get logged in before tickets start being assigned.
Another solution would be allowing a time limit between assigned tickets to be set by the company. I.e., The company can set a timeframe, such as 5 minutes, where a technician cannot be double routed a ticket (or more). So the tech shows up at 8, gets assigned a ticket, and if there are still tickets to be assigned at 8:05 then get assigned another until they are all fully assigned.
With the current system, the first person to get in is going to get assigned to their cap, which doesn't make a lot of sense when there are slower seasons for ticket generation.
When you put it that way, I guess it makes sense. LOL. I can't really think of any other way of doing it. Thanks!
THanks Kevin Wiebe, both your suggestions sound good - we will gather feedback from all beta customers and then post up what we intend doing - you're right, though, the current behaviour is not ideal
Please sign in to leave a comment.