Assignment

Assignments configuration is to set up your number of tickets that will be handled on each channel and to set your proactive or outbound only assignment.

Assignment

Max Assignment

Max assignment allows you to determine how many tickets can be received or handled on each channel.

Proactive and Outbound Only Assignment

Using proactive and outbound only assignment fields to determine whether Agents on the 'Available Teams' list can receive new tickets, claim tickets and send outbound tickets. Here are some available condition assignment settings:

• If Proactive is set to 'On', the Outbound Only field is disabled since the rule becomes proactive where the Agent can receive new tickets, claim transferred or escalated tickets, and create outbound tickets.

• If Proactive is set to 'Off', the Agent will be unable to receive new customer tickets, and the Outbound Only field can be customized according to your needs.

  • When Proactive 'Off' and Outbound Only are set to 'Off', the agent will be unable to receive new tickets from customers but will be able to claim transferred or escalated tickets, as well as create outbound tickets.

  • When Proactive 'Off' and Outbound Only are set to 'On', the Agent will not receive new tickets from customers and also cannot claim transferred or escalated tickets but can create an outbound ticket.