Assignment Support

A rejected session is not assigned to the same representative twice unless it is manually transferred into another queue for which that representative is available.

If a session cycles through all available representatives for the queue and is not accepted, it remains in queue until someone manually accepts or transfers it.

A created invitation can be associated with a new skill set, priority, and team that have been previously configured by the administrator.

When targeted to a support issue, the invitation request uses the Skills, Priority and Issue Description parameters associated with that particular issue.

If Equilibrium is set up to route incoming support requests based on skills match, sessions are assigned to the best-suited representative available.

When a session enters a queue that has skills-based routing enabled, that session is automatically assigned to the representative with the best skills match.

If you need help during a session, you can invite an additional representative to join you by clicking the Share button in the session tools. You can use Request Help to route your request so that it is targeted at a specific support issue.

Only issues that have been configured to allow you to request help display on this list.

You can send multiple invitations if you want more representatives from the team to join your session.

Since share invitations are treated like normal sessions, they can be distributed to the best suited representative, or representatives, who can pick them up by clicking on the Get Next button, accepting a Session Assignment Alert, or simply by selecting and accepting a request sent to a queue.


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