Want to understand how assignment and routing work in OmniServe? Here are answers to the most common questions.
What is the difference between automatic and manual assignment?
Automatic assignment happens through predefined Inbound Routing rules that distribute conversations based on conditions such as channel, language, and keywords. Manual assignment occurs when an agent selects a conversation directly from the inbox without routing rules.
What are the two methods for distributing engagements to agents?
Two methods are available: Round Robin, which assigns engagements to agents in sequential order, and Balanced Assignment, which distributes engagements based on each agent's current workload.
What two conditions must an agent meet to be assigned an engagement?
The agent's status must be set to Available, and the agent must have access to the channel from which the conversation originated. If either condition is not met, the engagement will not be assigned to that agent.
What is Auto-Unavailable and how does it work?
Auto-Unavailable is a setting that automatically marks an agent as unavailable when they sign out or remain inactive for a specified period. This ensures new engagements are not assigned to inactive agents. The feature can be turned off if needed.
When does SLA tracking begin?
SLA timers are triggered only when Inbound Routing is active and the engagement is assigned through an active routing rule. SLA tracking does not apply to engagements assigned manually outside of Inbound Routing.
For instructions on setting up routing conditions and distribution methods, refer to the team leader configuration guide.