Wondering about the difference between routing-based and manual assignment in OmniServe?
Here are answers to the most common questions.
What is the core difference between routing-based and manual assignment?
Routing-based assignment automatically directs engagements to the right agent based on predefined conditions such as channel or language, without human intervention. Manual assignment allows a user to designate the responsible agent based on context and situational judgment.
When is it better to use routing-based assignment?
Routing-based assignment is best suited for large teams or high-volume workflows, where consistent, automatic assignment based on platform, channel, or source-related conditions is needed without manual effort.
When is manual assignment the better choice?
Manual assignment is better suited for small teams or flexible workflows, and for sensitive, edge-case, or VIP interactions that require human judgment and real-time context.
Can both approaches be used together?
Yes, both approaches serve the same purpose and complement each other. Teams can rely on routing for handling large volumes of standard engagements, while keeping manual assignment available for situations that require flexibility or special attention.
Does the type of assignment affect SLA tracking?
Yes, SLA timers are only triggered when Inbound Routing is active and the engagement is assigned through an active routing rule. SLA tracking does not automatically apply to manually assigned engagements.
For step-by-step instructions on creating routing rules or performing manual assignment, refer to the detailed guide for each approach.