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Administrator Guide

Vision Helpdesk Round Robin Settings

Renu Sharma Apr-6th, 2019 19:17 0 0

Round Robin

Round-robin ensures that Incidents are auto distributed equally among the agents to manage the flow of incoming Incidents based on the schedule they work in. This equal distribution of Incidents among the agents, increases work efficiency. It can be applied only on new Incidents.

Staff /admin also has the option to opt out of round robin in case they do not want to receive Incidents.


For example, if staff is on leave then admin can remove that particular staff from round robin participant list, even staff can do the same if he has been given access for opting out from role settings.

Under staff -

Note: Under role settings, you can also configure below settings related to round-robin -

  • Staff can decide self-round robin participation

  • View round robin participants

  • Manage round robin participants

Title: Here you can add the title for round-robin.

Schedule: Here you can specify for which schedule (Business hours ) you want to apply round robin so that staff which works for that particular schedule would be assigned Incident.


For example – If staff works in night shift and if he is a participant of the round robin. Now if Incident comes in helpdesk during morning session then Incident won't be assigned to this staff as the schedule does not match.

Display order: If you have multiple round robin plans added and you want them to be displayed in particular sequence then you can manage the sequence using the same.

Criteria: Here you can specify multiple match conditions as per your requirement.

Criteria's

Description

Subject

You can select Subject as criteria if you want to apply action based on subject line of Incident

Message

You can select Message as criteria if you want to apply action based on content of Incident

Client name

You can select Client name as criteria if you want to apply action based on client name

Client email

You can select Client email as criteria if you want to apply action based on client email

Organization

You can select Organisation as criteria if you want to apply action based on organisation

Client language

You can select Client language as criteria if you want to apply action based on client language

Domain

You can select Domain as criteria if you want to apply action based on domain

Department

You can select Department as criteria if you want to apply action based on department

Status

You can select Status as criteria if you want to apply action based on status of Incident

Priority

You can select Priority as criteria if you want to apply action based on priority of Incident.

Label

You can select Label as criteria if you want to apply action based on label of Incident

Incident type

You can select Incident type as criteria if you want to apply action based on Incident type.

Category

You can select Incident Category as criteria if you want to apply action based on Incident category

Subcategory

You can select Subcategory as criteria if you want to apply action based on subcategory

Item

You can select Item as criteria if you want to apply action based on Item

Level

You can select Level as criteria if you want to apply action based on level of Incident

Location

You can select Location as criteria if you want to apply action based on location

Owner

You can select Owner as criteria if you want to apply action based on owner of Incident

Operator

You can select Operator as criteria if you want to apply action based on operator of Incident

Flag type

You can select Flag type as criteria if you want to apply action based on flag type.

Last activity

You can select Last activity as criteria if you want to apply action based on Last activity

Last replier

You can select Last replier as criteria if you want to apply action based on Last replier

Creation date

You can select Creation date as criteria if you want to apply action based on creation date of Incident

SLA plan

You can select SLA plan as criteria if you want to apply action based on SLA plan applied on Incident

Has attachment

You can select Has attachment as criteria if you want to apply action based on attachments.

Channel

You can select Channel as criteria if you want to apply action based on channel

To email

You can select To email as criteria if you want to apply action based on to email field in Incident

Urgency

You can select Urgency as criteria if you want to apply action based on Urgency

Impact

You can select Impact as criteria if you want to apply action based on Impact.



Action: If conditions are met then under action you can specify what action you want to take. Here you can either assign the incoming Incident to the team or a specific staff member.

  1. Assign Team: assign incident to particular team

  2. Assign staff: assign the incident to particular staff.

  3. Send an email to staff: choose among different email templates to send to staff.

  4. Escalation Rule: In case the Incident is not assigned to round-robin participant, may be due to staff have opted out as he is on leave, in that case, you can specify the duration after which you want to assign the Incident to other staff.

  5. Send escalation email: You can even send an email on staff registered email id to notify them for the Incident assignment.

  6. Status: Enable or disable the round robin setting.




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