Agent Chat Auto Routing System (ACARS)

We are excited to introduce significant enhancements to our Agent Chat Auto Routing System (ACARS), designed to optimize ticket assignment, reduce response times, and improve overall support efficiency.

What is Tickets Auto Assignment?

The Auto Assignment feature in ACARS automates the distribution of incoming tickets among agents based on their availability and online status. This process works in a round-robin fashion, ensuring an even and fair distribution of tickets without the need for manual intervention. Auto assignment helps streamline your support operations, ensuring that each agent is handling a balanced workload, improving team efficiency, and significantly reducing response times.

Why Auto Assignment is Useful

1. Balanced Workload Distribution:

Auto assignment ensures that tickets are distributed fairly among agents. With the round-robin system, each available agent receives an equal number of tickets, preventing any one agent from being overloaded while others are underutilized. This leads to more efficient ticket handling and reduces agent fatigue.

2. Faster Response Times:

Tickets are automatically assigned to agents as soon as they come in, eliminating delays in manual ticket routing. This results in quicker responses to customer queries, improving overall customer satisfaction.

3. Reduced Admin Overhead:

The auto assignment feature reduces the burden on admins and supervisors by automatically routing tickets to the right agents. Admins no longer need to manually assign tickets, allowing them to focus on higher-level tasks. Additionally, a queue window has been added for admins to monitor unassigned tickets in real time.

4. Agent Accountability & Control:

The system requires agents to actively mark themselves as online to receive new tickets. During working hours, the system automatically sets agents to online when they log in. However, if they mark themselves as offline, no new tickets will be assigned to them until they change their status back to online. During non-working hours, agents are marked offline by default, but they can choose to go online based on their availability.

5. Customizable Ticket Limits:

Admins can configure the number of tickets each agent can handle at any given time. By default, the limit is set to 100 tickets per agent, but this can be adjusted in the settings to suit your team’s capacity.

Key Features in this update:

1. Round-Robin Ticket Assignment:

Agents will now receive tickets in a round-robin manner, ensuring even distribution across the team and preventing overload.

2. Configurable Admin Inclusion:

You can now include admins in the round-robin ticket assignment process by enabling the option in the Settings page. This flexibility ensures that admins can be part of the ticket management workflow if required.

3. Queue Window for Admins:

A dedicated queue window is available for admins, allowing them to view and manage all unassigned tickets in real time.

4. Assigned Tickets Filter for Admins:

Admins can now use a new Assigned Tickets Filter in the live window to monitor all tickets assigned to agents, providing a clear view of ticket distribution and progress.

5. Agent Online/Offline Status:
• Agents need to mark themselves as online to receive new tickets.
• During working hours, agents are automatically set to online when they log in. If they mark themselves as offline during this time, no new tickets will be assigned until they switch back to online.
• During non-working hours, agents are marked offline by default, but they can manually switch to online if they are available to take tickets.
6. Ticket Limiter:

Ticket limiter will ensure if the agent is has reached the threshold of the tickets concurrently, then that agent won’t receive any new ticket for that assignment. The default limit for the number of tickets an agent can handle at a time is 100, but this can be customized in the settings to better align with team needs.

FAQs

1. How does the round-robin ticket assignment work?

• The round-robin system assigns new tickets to available agents in a rotating sequence, ensuring an equal distribution across the team.

2. Can I include admins in the ticket routing process?

• Yes, you can enable admin participation in the round-robin routing process by toggling the option in the Settings page.

3. What happens if an agent forgets to mark themselves as online?

• Agents who log in during working hours are automatically marked as online. If they remain offline, they will not receive new tickets.

4. Can agents receive tickets outside of working hours?

• Yes, but only if they manually mark themselves as online after logging in during non-working hours.

5. Is there a limit to the number of tickets assigned to an agent?

• Yes, the default ticket limit is set to 100 tickets per agent, but this can be adjusted in the settings.

6. What is the queue window, and who can access it?

• The queue window is for admins to monitor unassigned tickets in real time. It provides visibility into incoming ticket traffic.

7. Can admins filter tickets assigned to agents?

• Yes, admins can use the Assigned Tickets Filter to see all tickets currently assigned to agents.