Idea ID: 1643414

Automatically assign Assignee/AssignmentGroup for new incoming ticket, based on skill set, workload

Status : Under Consideration
Under Consideration
See status update history
over 3 years ago

Benifit: Speed up business process of resolving ticket.

 

 

As an Agent, I can

-Handle assigned ticket , which is planned according skill set and workload of agent

As an End User, I can

-Submit a ticket, and get assigned qualified assignee directly

Labels:

SMAX
SMA-SM
Parents
  • This is a recurring request from our customers. The auto-assignment mechanism should let to choose which strategy to use. I'm posting here the options of auto-assignment required in several RFI / RFP:

    1. Round-robin: Assign the incoming tickets to all members in a group in a round-robin basis

    2. Number of tickets based: The auto-assignment should consider the ammount of tickets each group member has at the moment and assign the ticket to the member with the less ammount of tickets

    3. Load-based: The ticket should include another field to store the effort required to solve the ticket. Then, an incoming ticket should be assigned to the group member with the smallest work load.

Comment
  • This is a recurring request from our customers. The auto-assignment mechanism should let to choose which strategy to use. I'm posting here the options of auto-assignment required in several RFI / RFP:

    1. Round-robin: Assign the incoming tickets to all members in a group in a round-robin basis

    2. Number of tickets based: The auto-assignment should consider the ammount of tickets each group member has at the moment and assign the ticket to the member with the less ammount of tickets

    3. Load-based: The ticket should include another field to store the effort required to solve the ticket. Then, an incoming ticket should be assigned to the group member with the smallest work load.

Children
No Data