Automated ticket distribution is a help desk function that automatically assigns help desk tickets to support agents according to predefined rules. Each help desk has a different set of automated ticket distribution rules such as round-robin, ring to all, random assignment, or max utilization.
Automated ticket distribution can help your customer service teams in numerous ways. It can:
77% of consumers say that inefficient customer experiences detract from their quality of life.
LiveAgent help desk software has multiple different automated ticket distribution methods for incoming tickets, phone calls, and chats.
These automated ticket distribution methods ensure your agents always have optimal service ticket loads, a rotating phone duty, and designated pause times for rest.
The ring to all method notifies all online agents that there’s a new incoming call/chat and rings until it’s picked up.
The max utilization method assigns new chats to the agent with the highest number of running chats to keep utilization at the maximum level. Once the customer representative has no free chat slots, new chats will be routed to the next available agent. With this method, you can maximize the ticket volume for chatting agents and let other agents work on offline tickets.
The average utilization method assigns new incoming chats to the agents with the lowest number of running chats to keep the same utilization for all online agents. In essence, this automated ticket distribution method balances concurrent chats between all available support agents.
The random assignment ticket distribution method assigns tickets on a random basis. This ticket distribution method can on average, and over time, help you assign the same number of chats to each of your agents.
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If you’d like, you can set up chatting priorities for specific agents. As a result, new chats will be routed to agents with the highest priority (1 – highest, 100 – lowest).
Define the maximum chat load volume for each agent. Once the maximum volume is reached, new chats will be routed to other online agents with high chatting priorities.
There are two options for phone routing:
With LiveAgent, agents have the option to route incoming calls to a personal device, such as a mobile phone. This enables agents to provide customer support on the go.
If you want to go a step further, you can use automation rules to create unique workflows that act as ticket distribution methods. To do so, log in to LiveAgent, click on Configuration, select Automation, click on Rules and click Create.
Feel free to play around with different scenarios. When it comes to LiveAgent’s automation, the possibilities are endless.
When a ticket is assigned to the right agent at the right time, it can have a positive impact on its resolution time which in turn, can directly affect customer satisfaction. Satisfied customers are the cornerstone of every business, as they affect recommendations, online reviews, word-of-mouth, and sales. As such, every business should strive to keep their customers happy with excellent service, fast response times, and a personalized approach.
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It helps us categorize the nature of the tickets and statistically track what our clients need most.
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Can you imagine assigning each ticket responsibility manually? Not only would this be an extremely time-consuming task, but it would also be very expensive. Thankfully, help desk software like LiveAgent can handle automated ticket routing at scale. Leave the logistics to us, so your agents can focus on what’s important — nurturing customer relationships.
To learn more about automated ticket routing, check out our knowledge base resources:
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