Playlist Ticket Assignment
Round-robin. Enhanced Play button. Automated ticket assignment teams love.
Free your team from countless hours of manually assigning tickets.
- Automated ticket assignment
- Right tickets, right agent, right time
- Crush your SLAs
Choose the routing method that works best for your workflows.
Round-robin
Randomly assign. Evenly distribute. Automatically push tickets to available agents.
- Use round-robin or load-balanced routing
- Sound notifications
- Runs every 1 minute
- Agents can make themselves available
- Team dashboard for supervisors to manage their team's availability
- Automatically log off idle agents with Automatic idle
Playlist button
Flexible. Highly scalable. Agents pull the right tickets into their inbox with the click of a button.
- Create rules to prioritize tickets based on a hierarchy of views
- Assign different rules to different team members
- Leverage skills-based routing
- Honor the agent's groups
- Hide views to prevent cherry-picking
As a manager, you can also...
- Choose which agents should have access to the app
- Allow specific team members to manage app settings and rules
- Avoid overloading agents by setting an inbox limit
- Report on app usage
Try it for free today! Watch the demo
Contact us if you would like to learn more or try out the app without a credit card.
To start your 14-day free trial, simply install the app and enter your payment information. You won't be charged until the end of your trial.
Once installed, open up Playlist settings (P icon located on the main navigation bar) to complete setup.
App tags: round-robin, omni-channel, load balanced, random, equity, equitable, even, equal, circular, distribution, skills-based routing, triage, guided mode, scheduling, workforce management, wfm, merge tickets, potential duplicates, inbox, escalations, queues, groups, prioritization, first response time, SLA, service level agreement, cherry-picking, sound notifications, views
App Details
