Smart Assign (Round Robin Assigning)

Smart Assign (Round Robin Assignments)

Smart Assign is a feature you can use to automatically assign a conversation to another staff member without having to pick any specific person. This will assign conversations in a “round robin” manner. Re:amaze 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.

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Smart Assign in 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!

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If you would like to automatically Smart Assign within a Department or team, you can set two commands to the workflow:

  1. Assign to [Department Name]
  2. Assign to Smart Assign

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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 his/her 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).

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.

Departments & Smart Assign

If a conversation is already assigned to a Department, assigning the conversation via Smart Assign will apply the Smart Assign algorithm to users within that department.

Apr 27, 2021

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