Assignment in OmniServe defines how engagements are directed to a responsible agent within the support workflow. It establishes clear ownership across incoming interactions ensuring each engagement is handled intentionally and does not remain unattended.
Assignment can take place in two primary ways: manual assignment or routing-based assignment. Both approaches serve the same purpose but differ in how assignment decisions are made and applied within the workflow.
Routing-based Assignment
Routing-based assignment automatically directs incoming engagements to the appropriate owner based on predefined conditions, supporting structured and consistent handling within the support workflow. This approach helps ensure engagements are assigned as they enter the system without requiring manual intervention.
Create a new routing
Configure routing conditions
Define routing details
Manual assignment
Manual assignment allows engagements to be assigned intentionally by a user within the support workflow, enabling ownership to be set based on context rather than predefined rules. This approach supports flexibility when assignment decisions depend on situational judgment or real-time considerations rather than predefined rules.
Unassigned engagement with the “Assign to Agent” option for manual assignment
List of available agents for manual assignment
Routing vs. manual: When to use each
Use routing when | Use manual assignment when |
You want automatic, consistent assignment | You want control over assignment based on real-time context |
You want to assign conversations based on the engagement’s platform, channel and source-related conditions | You’re handling a sensitive, edge-case, or VIP issue |
Your team is large or volume is high | Your team is small or workflows are more flexible |
When to use routing vs. manual assignment