Automatic assignment

Every new case, email, lead and chat gets an owner — fairly, within each person's limits.

Steps

1. 1Open Settings → Routing → Defaults & capacity.
2. 2For each module, choose the team that gets anything no rule matches, and the method: round robin gives work to whoever has waited longest; load-balanced gives it to whoever has the fewest open items.
3. 3Choose whether to respect working hours and each agent's limit. Set the limits (max open cases, emails, chats and leads) on each user's profile.
4. 4Keep “Assign waiting work as soon as an agent is free” on: when everyone is busy or offline, work waits in the queue and is handed out, most urgent first, as soon as someone frees up.
5. 5Set when supervisors are alerted about work that is still waiting, and when work nobody picked up goes to someone else.
6. 6Check the Agent capacity table to see who is online and how full each person is.

Still need help? Contact support