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TABLE OF CONTENTS
- What is IntelliAssign
- How to setup IntelliAssign
- What is Omniroute (For Omnichannel Customers only)
What is IntelliAssign
With IntelliAssign you can automatically assign incoming messages to agents or groups (teams) by configuring their skill level and conversation limit.
How is IntelliAssign different from Assignment Rules
Assignment rules is a rule-based assignment method and a message will be assigned to an agent or group if the specific conditions that you set (such as the message content, and/or user’s country) are met.
IntelliAssign on the other hand follows a load-based or round-robin method (you can choose between these two depending on your business needs) to assign conversations based on the load or number of active conversations in an agent’s queue, which you can pre-define.
When new messages come in or existing chats are reopened, agents who are logged into Freshdesk Messaging, and have marked themselves active on IntelliAssign, will be assigned conversations. Each agent can mark themselves active on IntelliAssign by clicking on their name in the top right corner of the screen and switching the ‘Set active on IntelliAssign’ toggle.
Note: Assignment Rules always take precedence over IntelliAssign if both are enabled at the same time.
How to setup IntelliAssign
Go to Admin > IntelliAssign > Switch the toggle to Enabled
Step 1: Choose the Intelliasign Logic
Load-based logic assigns conversations to an agent who has the highest percentage of bandwidth at the moment and for whom a conversation hasn’t been assigned for the longest period of time.
Bandwidth is the number of conversations being handled by an agent at that moment out of the total number of conversations that an agent can handle.
Agent A’s conversation limit: 10 conversations
Agent B’s conversation limit: 5 conversations
Now when 4 new conversations come in, Agent A will be assigned 3 conversations and 1 conversation will be assigned to Agent B.
Load-based IntelliAssign considers the agent’s skill level first, followed by the time since the last assigned conversation.
Round Robin logic auto-assigns conversation to an agent based on who hasn’t been assigned a conversation for the longest period of time and their active conversation limit availability.
There are three agents A, B, and C. Agent A was assigned a conversation 2 hours ago, agent B was assigned a conversation 1 hour ago and agent C was assigned a conversation 30 minutes ago. The next conversation will be assigned to agent A as they have not been assigned a conversation for the longest period of time.
Step 2: Agent Settings
In Agent settings, you can define idle time for agents, conversation time-out limit (when a conversation becomes inactive), reassignment condition, and the number of chats an agent can handle at a time.
Idle time - If the agent is not active on the Freshdesk Messaging tab for more than the number of minutes you define in Agent Settings then they’ll be marked as idle.
An active conversation is the one pending reply from an agent or customer within a specified period of time. You can define this time limit against ‘Set a conversation as inactive if the customer has not responded in’.
How does conversation reassignment work
When a conversation that has been closed (resolved) and moved to the resolved queue is reopened again, because the customer sends a message after it has been marked as resolved, you can reassign it to the same agent who handled it in the past.
But there are a few conditions that have to be met for you to be able to reassign it to the same agent.
Reassign toggle should be enabled under Agent Settings.
Agents must have marked themselves active on IntelliAssign.
IntelliAssign must be enabled for a group; and the agent has to be part of that group.
The conversation is reassigned if it is reopened within the specified time period. This time is calculated based on the time the last message was sent in the conversation, and not based on the time at which the message was resolved or archived.
Step 3: Auto Resolve
To improve your team’s productivity you can auto-resolve (close) conversations with customers who have stopped interacting. In IntelliAssign, you can configure auto-resolve to automatically resolve a conversation when it becomes inactive.
Note: You will be able to see this option in IntelliAssign only if you have enabled Auto Resolve under Settings.
Step 4: Define skill levels for agents
You can classify agents into different categories such as ‘Beginner’, ‘Intermediate’, and ‘Expert’ and define the number of active conversations each of them can handle at a time. For example, you can have a higher active conversation limit for your pro support team while defining a lower limit for your newbies or interns.
The conversation limit that you define here will override the overall ‘Active conversations per agent’ that you set under ‘Agent Settings’.
Click Add Skill Level > Give a name > Add Agents > Define active conversation limit > Save
You can also enable/disable a skill level anytime by switching the toggle on or off. Or edit/delete it.
Step 5: Group Settings
Apart from auto-assigning conversations to agents, you can also distribute chats to different teams (groups).
All the groups that you have created in Freshdesk Messaging will be displayed here. All you have to do is move the toggle to enable IntelliAssign for a Group.
Plus, if an agent goes inactive during a conversation, you can reassign it to other active members within the group. Select ‘Yes’ from the drop-down to enable this and the message will be reassigned to the member with the least number of current active conversations in the group.
Note: If all agents in a group are inactive at the same time, the active conversations will stay open until one of them becomes active again.
What is Omniroute (For Omnichannel Customers only)
With Omniroute, you can balance the workload from across multiple channels in one place. Admins can set ticket (Freshdesk Support Desk), chat (Freshdesk Messaging), and call threshold (Freshdesk Contact Center), simultaneously, for agents.
How to setup Omniroute
To set up Omniroute, Go to Settings > IntelliAssign > Switch the toggle to Enabled and select Omniroute
You can set a timer after which an agent will be inactive in Omniroute (Idle time)
Similar to Intelliassign, you can also distribute chats to different teams (groups).
Only agents who have marked themselves as active on Omniroute, will be assigned conversations.
Note: Omniroute should be enabled in Freshdesk Messaging for Omnichannel Availability Dashboard to work