一、Introduction

In order to schedule the receptions of your team members in a more rational way, you can use the auto-assignment feature. When auto-assignment is turned on, unassigned sessions will automatically be distributed equally to team members who are online and have more receptions online than the number of sessions already assigned.

For this reason, you need to set [Online Status] and [Reception On-line] before setting up to use the [Auto Assign] function.

二、Steps

1. Set online status

There are two ways to select the online status of team members:

Method 1: click [Head Portrait] in the upper right corner to select online status.

2. At [Settings] – [Team], as a manager or someone with [Team] permission, you can set your own/team members’ staff scheduling, and after opening the scheduling time, members’ accounts will automatically cut to online at the time period you set, and can receive automatically assigned sessions

After setting online/offline status, you can view the online status of all team members in Settings – Team.

Note: The online status set by team members only takes effect in the current project. To set the online status of other projects, you need to switch projects and set them. When switching to other projects, projects that have been set to online status will not be affected.

2. Set the maximum number of receptions

The reception upper limit can be applied to the automatic allocation of the system. When the number of members’ reception upper limit is greater than the number of allocated sessions, the unassigned sessions will be automatically allocated to members.

You can add/edit team members in the [Setting] – [Team] module to set the corresponding upper limit of reception; If automatic allocation is not required, it can be set to 0.

3. Using automatic assignment

In [Settings] – [Online Chat], check to enable [Automatic Assignment]. For new and old visitors, you can set session assignment rules according to your needs.

(1) For new visitors, you can choose to allocate them by the number of reception sessions or by the order of customer service.

• Allocation of the number of reception sessions: the system gives priority to allocating sessions to the customer service with the least number of active sessions in the last half day. The customer service that is offline or exceeds the reception limit will not be automatically allocated.
• Allocate according to customer service sequence: the system will allocate according to customer service sequence, and customer service offline or exceeding the upper limit of reception will not be automatically allocated

(2) For old visitors, it can also be set as “Allocate by the number of reception sessions/Allocate by customer service order/Allocate to the original customer service”. Among them, the allocation by the number of reception sessions/Allocate by customer service order is consistent with the allocation rules for new visitors. “Assigned to the original customer service” means that the system automatically assigns the old visitor’s session to the customer service that served the visitor (whether online or not, or reaching the reception limit).