{"id":9101,"date":"2017-11-09T12:01:59","date_gmt":"2017-11-09T03:01:59","guid":{"rendered":"https:\/\/beta.gitple.io\/agent_routing\/"},"modified":"2021-07-06T17:14:28","modified_gmt":"2021-07-06T08:14:28","slug":"agent_routing","status":"publish","type":"post","link":"https:\/\/gitple.io\/en\/agent_routing","title":{"rendered":"How to assign agents"},"content":{"rendered":"<p><strong>What is agent assignment?<\/strong>\u00a0Agent assignment refers to the method of assigning an agent who will respond to the end-customer, if the end-customer has requested an agent.<\/p>\n<p>You can set the <strong>\u201cAutomatic assignment\u201d<\/strong> method that connects an agent automatically using the <strong>&#8220;Team manager &gt; Operation &gt; Customer response&gt; Agent routing method&#8221;<\/strong>\u00a0menu, or the <strong>\u201cManual assignment\u201d<\/strong> method that enables an agent to select an agent manually.<\/p>\n<p>The situations you generally choose the method can be summarized below.<\/p>\n<p><strong>Manual assignment<\/strong><\/p>\n<ul>\n<li>There is a certain amount of customer inquiries, but it is a burden to operate a dedicated agent.<\/li>\n<li>Customer inquiries are concentrated on a particular season. Therefore, a solution is required that can replace a dedicated consultant.<\/li>\n<li>Although the service is not officially launched, it is needed to actively accept client inquiries 24 hours during the test period.<\/li>\n<li>You want to provide client service as if there is a professional agent in your office during your outside meeting.<\/li>\n<\/ul>\n<p><strong>Automatic assignment<\/strong><\/p>\n<ul>\n<li>You have at least one professional agent.<\/li>\n<li>You are not a professional agent, but you can perform your duties by always opening your workspace.<\/li>\n<li>If you have to serve many customers for a limited time only during a specific period such as an event.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h4><strong>Now, you can set the method that suits your situation.<\/strong><\/h4>\n<p>You can set the workspace at &#8220;<strong>Team manager&#8221;<\/strong>\u00a0as shown below.<\/p>\n<p><img class=\"\" src=\"http:\/\/guide.gitple.io\/assets\/images\/en\/wsRoutingManual.png\" alt=\"ws manual routing\" width=\"548\" height=\"161\" \/><\/p>\n<p><strong>For &#8220;Manual setting&#8221;,<\/strong> you only have to press the <strong>\u201cAssign\u201d<\/strong>\u00a0button located on the right\u00a0side of workspace\u2019s waiting list, to assign a chat request in the consultation waiting queue to an agent.<\/p>\n<p><img class=\"\" src=\"http:\/\/guide.gitple.io\/assets\/images\/en\/wsChatAssignToMe.png\" alt=\"ws chat assign to me\" width=\"735\" height=\"115\" data-origin=\".\/assets\/images\/en\/wsChatAssignToMe.png\" \/><\/p>\n<p style=\"vertical-align: baseline; margin: 7.5pt 0cm 7.5pt 0cm;\"><span style=\"font-family: \ub098\ub214\uace0\ub515; color: #666666;\">Then, the chat column will be displayed as shown below, and you can perform chat.<\/span><\/p>\n<p><img class=\"\" src=\"http:\/\/guide.gitple.io\/assets\/images\/en\/wsStatusBarInprogress.png\" alt=\"ws statusbar inprogress\" width=\"166\" height=\"51\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>For <strong>&#8220;Automatic assignment&#8221;<\/strong>, a conversation can be made right on the chat list according to the following rules.<\/p>\n<ul>\n<li>If the number of real-time chat is small.\n<ul>\n<li>Assign an agent with less assigned chat first<\/li>\n<li>If agents have the same number of assigned chat, assign the agent whose last chat is oldest.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>What is agent assignment?\u00a0Agent assignment refers to the method of assigning an agent who will respond to the end-customer, if the end-customer has requested an agent. You can set the \u201cAutomatic assignment\u201d method that connects an agent automatically using the [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[237],"tags":[242,243,245,244],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v16.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to assign agents - \ucc57\ubd07\uacfc \uc0c1\ub2f4\uc0ac\ub97c \ub118\ub098\ub4dc\ub294 \uc634\ub2c8\ucc44\ub110 \uace0\uac1d\uc0c1\ub2f4 \uc194\ub8e8\uc158, \uae43\ud50c\ucc57<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/gitple.io\/en\/agent_routing\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to assign agents - \ucc57\ubd07\uacfc \uc0c1\ub2f4\uc0ac\ub97c \ub118\ub098\ub4dc\ub294 \uc634\ub2c8\ucc44\ub110 \uace0\uac1d\uc0c1\ub2f4 \uc194\ub8e8\uc158, \uae43\ud50c\ucc57\" \/>\n<meta property=\"og:description\" content=\"What is agent assignment?\u00a0Agent assignment refers to the method of assigning an agent who will respond to the end-customer, if the end-customer has requested an agent. 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