I suggest you...

Robin round auto assignment

We currently have 4 customer services reps responsible for working emailed issues and opening up an issue for every phone call answered. We do not leave issues unassigned and allow for the rep to grab one to work, because they will cherry pick and resolve this easy issues. SO, I setup 96 auto assignments in IssueTrak, 4 reps at 15 min each assignment for 24 hours in the day. We thought this would balance the work load with such a small window of time. It does not. Too reps are having higher numbers of assigned cause compared to the other too. So at 01-15 of EVERY hour, that has been the highest window of time. We NEED an auto assignment to give a case to each rep, then start from the beginning again so that the assignment of cases is even and we don't have to create query and do mass updates to move cases to someone that has a lighter load.

4 votes
Sign in
Check!
(thinking…)
Reset
or sign in with
  • facebook
  • google
    Password icon
    I agree to the terms of service
    Signed in as (Sign out)

    We’ll send you updates on this idea

    Allison Schneider shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    0 comments

    Sign in
    Check!
    (thinking…)
    Reset
    or sign in with
    • facebook
    • google
      Password icon
      I agree to the terms of service
      Signed in as (Sign out)
      Submitting...

      Feedback and Knowledge Base