Automatic ticket assignment

Conversation Distribution ScenariosGlassix attempts to distribute conversations to agents in several scenarios:

1. Initial Distribution: When a new conversation enters a department, whether directly, through a chatbot or transferred from another department, Glassix tries to allocate the conversation to the most suitable and available agent or team according to all the criteria outlined later in this article.In cases where Glassix detects a "similar" conversation already in the department’s unassigned conversations queue, the conversation will enter the queue instead of bypassing other conversations in the queue. For example, if a WhatsApp conversation with #sales tag enters the department, we wouldn’t like it to be distributed prior to other WhatsApp #sales conversations waiting in the queue, therefore, the conversation will be pushed to the queue and will be distributed according to the unassigned conversations queue distribution order that will be detailed later in this article.

2. Distribution from the Queue: If a conversation enters the queue after the initial distribution attempt couldn’t find an available agent, Glassix tries to assign it from the unassigned conversations queue as soon as possible.

3. Distribution via API: It is also possible to attempt conversation distribution to available agents using an API call.

Key Definitions and AssumptionsTo understand the conversations distribution process, there are some basic definitions and assumptions that are important to know, which guide Glassix in the distribution process. Communication Channels:

1. Agent Channels Permissions: Each agent has permissions to handle certain communication channels as decided by management. An agent will receive conversations only from channels to which they have the appropriate permissions. For example, an agent may be authorized to handle WhatsApp conversations but not email inquiries.

2. Automatic Distribution from the Queue: Conversation distribution from the unassigned conversations queue occurs only in channels where automatic queue distribution is enabled. In channels defined for manual distribution, agents or managers decide which conversations to handle based on their discretion.Note: New conversations entering Glassix will try to locate an available agent regardless of automatic queue distribution settings. However, if a manual queue distribution method is defined for the channel, all inquiries can be set to go directly to the queue, bypassing the initial distribution attempt. Agent and Center Availability:

3. Agent Status: An agent can only receive a conversation if their status is set to "Online".

4. Operating Hours: Conversations are distributed only during defined operating hours unless the relevant communication channel has been set to allow distribution outside working hours.Important: In addition to the agent's status, the agent's browser continuously communicates with Glassix servers to ensure that agents are connected to Glassix and available to handle conversations. This prevents conversations from being routed to agents who are technically unavailable due to sudden internet disconnections, shutdowns, or other issues. Specialized Conversation Routing:

5. Conversation Distribution by Tags (Skills): Tags can define which agents or teams can answer conversations based on their expertise ("Skills"). For example, conversations tagged as "Tier2" will be directed only to agents or teams who can handle technical inquiries. Glassix will distribute to dedicated agents/teams conversations with tags associated with them or conversations with tags that are not explicitly defined.

6. Conversation Distribution by Communication Identifiers: Conversations can also be distributed based on specific communication identifiers, such as customer phone numbers, email addresses, or email domains. This feature enables prioritization in cases where particular customers require special or personalized attention.Note: Conversation distribution by tag is independent of channel permissions and will occur even if the agent is not authorized for the communication channel from which the conversation was received. This allows to create dedicated agents/teams to handle only specific skills or customers, by removing other channel permissions for the agent or team. Load Balancing and Capacity: Balanced Distribution: After filtering conversations according to settings and permissions, Glassix attempts to distribute the conversation to the agent with the fewest open conversations to balance the load.

7. Maximum Conversations Capacity per Agent: Glassix allows setting a limit on the number of open conversations per agent, depending on the department and communication channel type. For instant messaging channels type like chat or WhatsApp, which require faster responses, the limit is typically lower, while asynchronous communication channels like email or Facebook posts, that usually do not require an immediate response, may have a higher limit. Glassix will not assign conversations to agents who have reached their channel type limit capacity.This limit is set at the department level and applies to all agents. The limit can be overridden for individual agents when needed, such as new hires that handle less conversations comparing an average agent or higher limits for high-performing agents.

8. Conversation Capacity Calculation: When distributing conversations, Glassix checks in real time the number of open conversations across all departments the agent is assigned to, even if they are not currently connected to those departments.

Let’s take an example:

John has a maximum capacity of 5 immediate conversations in the Customer Service department, to which he is currently connected. John has 3 open conversations in Customer Service and 2 open conversations in Sales, for a total of 5 open conversations. A new chat message enters the Customer Service department, but since John has reached his total capacity of 5 open conversations across departments, he will not receive the new chat.

Conversation Distribution from Unassigned Conversations Queue TriggersSeveral events can trigger the conversation distribution process from the queue:

1. Agent Status Change: An agent switches to "Online" status. This change can be manual, automatic, or triggered by a manager or API.

2. Change in Open Conversations: A reduction in the number of open conversations for an agent will trigger an attempt to distribute conversations from the queue. Several actions can cause this change:

• Changing the status of a call, whether by closing the call, scheduling a callback, etc.
• Transferring an open conversation to another agent, department, or back to the queue.
• Closing a conversation automatically due to the maximum idle time being reached.
• These actions can be performed by the agent, a manager, a colleague, or via API.

3. Agent Channels Permissions Update: When a channel permission is added or removed

4. Department Operating Hours Change: When updating working hours, including holidays

5. Browser Refresh: When browser refreshes manually or automatically

6. Reconnection to the Internet: When reconnecting back from “Offline” mode

Unassigned Conversations Queue Distribution OrderWhen a new conversation enters the queue and no suitable agent is available, Glassix continues to monitor the conversation and redistribute it when circumstances allow. The order of conversation distribution from the queue is crucial, as wait times directly affect customer experience and adherence to the SLA (Service Level Agreement). Glassix determines the order of distribution from the queue based on several configurable criteria, listed from highest to lowest priority:

1. Tags with Distribution Priority: Conversations tagged with high-priority labels take precedence in the queue. These tags can indicate urgency, complexity, or other characteristics requiring faster attention.

2. SLA Violation Risk: Glassix continuously monitors conversations in the queue. When a conversation crosses 85% of the defined SLA time, it is prioritized for distribution to prevent SLA breaches.

3. Channels Distribution Priority: Glassix allows defining priority between communication channels. For example, chat messages may be set to a higher priority over Facebook posts, meaning chat inquiries will be distributed first.

4. Time Entered into the Unassigned Conversations Queue: While the previous criteria are optional, the time a conversation entered the unassigned conversations queue is a mandatory factor that determines distribution order using a FIFO (First In, First Out) mechanism. The longer a conversation waits in the queue, the higher it moves in the distribution order to reduce customer wait times.Combining these criteria ensures that Glassix intelligently manages unassigned queue loads, balancing business needs and customer experience. Glassix strives to prevent important or urgent conversations from going unattended and ensures that each customer receives a timely and quality response.