In OmniServe, every engagement must be assigned to ensure clear ownership and timely handling. Assignment can happen automatically through predefined routing rules that control how conversations are distributed or manually, when an agent selects a conversation directly. When configured properly, routing conditions simplify assignment and reduce manual effort.
Routing conditions
Conversations are routed based on conditions set by the team, including: Channel (WhatsApp, Instagram, X, Live chat...), language, country, keywords, account, etc. These filters help ensure conversations go to the most relevant team or agent from the start.
Assignment logic
Distribution method
Once an engagement meets the conditions, it is routed to the selected team then assigned to an agent using one of two distribution methods:
Round Robin: assigned in sequential order
Balanced Assignment: distributed based on current workload
Distribution method selection
Agent capacity
Under the Balanced assignment method, team leaders define how many uncompleted engagements an agent can handle at the same time.
Agent capacity
Agent status
To be assigned to an engagement, an agent must meet two conditions:
The agent status should be set to Available
Have access to the relevant channel
Agent status set to available
Auto-Unavailable
Agents are automatically marked as unavailable when they sign out or remain inactive for a specified period. This ensures that new engagements are assigned only to active agents, maintaining efficient workload distribution. This feature can be turned off if required.
Auto-unavailable mode for agents
SLA requirements
SLA timers (First Response Time, Next Response Time, and Time to Completion) are triggered only when inbound routing is active. Engagements must be assigned through an active inbound routing rule for SLA tracking to apply.
SLA selection settings