Smart Assign (Round Robin Assignments)
With Smart Assign you can automatically assign a conversation to another staff member without having to pick any specific person. This will assign conversations in a “round robin” manner. Instead, Smart Assign will take the conversation(s) and distribute them to the staff member that has the fewest number of unresolved conversations open.
Smart Assign will not target inactive staff members (defined as staff that have not responded to a customer within the last week) or staff members not currently in an active Shift, so it's safe to use if you have staff users who only use the system as participants or bystanders.
Using Smart Assign With Workflows
Smart Assign is also available as an automated workflow command so you can completely automate the assignment of conversations for a particular channel or even a subset of conversations within a channel.
For example, if you’d like to have Re:amaze automatically assign conversations to staff members for the support@acmecompany.com email channel, simply set the trigger to whatever you prefer (perhaps the incoming channel) and then set the command to Smart Assign the conversation.
If you would like to automatically use Smart Assign within a Department or team, you can set two commands to the workflow:
- Assign to [Department Name]
- Assign to Smart Assign
The Algorithm
Smart Assign works by finding the user with the least number of conversations assigned to that user and assigning the conversation to that user. This helps ensure that the number of open conversations assigned to users on your account is balanced. To avoid assigning conversations to users who are ineligible or inactive, we have the following criteria in place. The criteria is different based on if you are smart assigning Real Time Chat or Classic Chat conversations:
Real Time Chat
For a staff to be eligible for Real Time Chat, he/she must be:
- A member of a Role that can view the conversation.
- Recently active in the account. This staff user must have sent a message within the past week in the conversation's Brand.
- On their shift. If the user has any shifts or vacation hours set, these are taken into account when Smart Assigning conversations.
Classic Chat
For a staff to be eligible for Classic Chat, he/she must be:
- marked as available for Classic Chat.
- under his/her Chat Limit set by the staff's Role (default is unlimited).
Agents can exclude themselves from Smart Assign if they are actively servicing a chat in Classic Chat. By opting into this, they will be excluded from any kind of conversation in Re:amaze, including both Classic Chat and Real Time Chat.
To do this, navigate to Settings > Personal Settings. Scroll down to the 'Shifts' section and select 'Disallow Smart Assign if Serving Classic Chat.'
Handling Ties
If multiple users eligible and are tied with the lowest count of assigned conversations, the algorithm chooses the user who has the oldest resolved conversation assigned to them. So, the user who has handled a conversation the furthest in the past will have the current conversation assigned to them via Smart Assign.