Fallback Assignment Queues

Introduction:

This article explains the new "Fallback Assignment Queues" feature, which introduces priority buckets for auto-assignment within SupportLogic. This enhancement allows for more granular control over case routing and ensures efficient handling even when primary agents are unavailable.

Feature Overview:

The Fallback Assignment Queues feature introduces priority buckets within assignment queues, enabling administrators to define fallback agent teams. This ensures that cases are routed to available agents in a prioritized manner, improving response times and reducing delays.

Priority buckets when adding agents to the queues

Key Functionality:

Priority Buckets:

• Each assignment queue now includes the ability to create multiple priority buckets (Priority 1, Priority 2, etc.).

• Priority 1 is the default bucket, and additional buckets can be created to define fallback agent teams.

Auto-Assignment Logic:

• The auto-assignment engine calculates scores (total %) and availability status for all agents across all priority buckets.

• Agents are sorted based on their scores and grouped into their respective priority buckets.

• The engine then searches for the first available agent, starting with Priority 1 and proceeding to subsequent priority buckets in order.

Priority 1 First:

• Auto-assignment always prioritizes agents in the Priority 1 bucket.

• If no agents in Priority 1 are available, the engine moves to Priority 2, and so on.

Auto-Assignment Focus:

• The priority buckets are exclusively used for auto-assignment purposes.

Recommended Agents (Manual Assignment):

• Currently, priority buckets are not reflected in the Recommended Agents component used in the Assignment board and SupportHub for manual assignment.

• All agents from all priority buckets are displayed in a single list for manual assignment.

• Future updates will incorporate the priority buckets into the recommended agents component.

Round Robin Behavior:

• If a queue with multiple priority buckets is set to Round Robin, agents from all buckets are rotated as a single list.

Multiple Queue Matching:

• If a case matches multiple queues with different priority groups, auto-assignment combines agents from corresponding priority groups.

• The engine starts with Priority 1 agents from all matching queues, sorted by recommendation score, and proceeds to subsequent priority groups until an available agent is found.

Duplicate Agent Handling:

• If the same agent is within multiple priority buckets across different queues, that agent will be ranked in each applicable priority level.

How Fallback Assignment Queues Work:

Queue Configuration:

• Navigate to the Assignment Queues page.

• Select or create an assignment queue.

Adding Priority Buckets:

• Add agents to the default Priority 1 bucket.

• Create additional priority buckets (Priority 2, Priority 3, etc.) as needed.

• Add fallback agents to the respective priority buckets.

Auto-Assignment Process:

• When a case is assigned, the system calculates agent scores and availability.

• The system first checks the Priority 1 bucket for available agents.

• If no agents are available in Priority 1, the system proceeds to Priority 2, and so on.

• If multiple queues match, the system will look at all priority 1 buckets across all matching queues, then priority 2, and so on.

Important Considerations:

• Auto-Assignment Only: Remember that priority buckets currently only affect auto-assignment.

• Manual Assignment: For manual assignment, all agents from all priority buckets are displayed in a single list.

• Round Robin Behavior: Understand how Round Robin interacts with priority buckets.

• Multiple Queue Matching: Be aware of how the system handles cases that match multiple queues.

• Agent Duplication: Understand that agents in multiple priority buckets or queues will be ranked multiple times.

• Future Enhancements: Future releases will integrate priority buckets into the Recommended Agents component for manual assignment.

Conclusion:

The Fallback Assignment Queues feature provides a powerful mechanism for ensuring efficient case routing and minimizing delays. By utilizing priority buckets, administrators can define clear fallback strategies and optimize their support operations within SupportLogic.