Departments
Introduction
Departments in your environment allow for a more structured and efficient management of conversations by categorizing teams based on their specific functions, such as Support, Sales, etc. This feature enhances the organization and allocation of conversations to the most appropriate agents, ensuring a smoother workflow and better customer service.
Create a department
To utilize departments, they must be added to your environment. This allows you to segment your teams based on their specific roles or functions. Go to your environment, then navigate to Departments and click on Create department
Configuration
- Name
- Assignment modes
- Members
- Create department
- Configure department
Add agents to department
You can assign agents to specific departments. This ensures that agents receive conversations that are most relevant to their area of expertise.
Go to the department settings. Select the department you want to manage. Add agents to the department by selecting from your team list.
Assignment modes
Departments can operate under different assignment modes to distribute conversations among agents. These modes are designed to enhance efficiency and ensure fair distribution of workload.
- Manual Assignment: Agents or supervisors manually assign conversations to specific agents within a department.
- Balanced Assignment: The system automatically assigns conversations to agents based on their current workload, ensuring a balanced distribution.
- Round Robin: Conversations are assigned to agents in a cyclical manner, ensuring each agent receives an equal number of conversations over time.
You can also set a limit for how many conversations can be automatically to the agents, by changing the default number in the environment settings
Connect the department
To activate the newly created department, click Connect. This will navigate you to the rules section. Select the rule you want to modify or create a new rule, and add the option to "Assign department".
