Automatically Rebalance Tickets to Reduce Agent Workload

Administrators can ensure agents receive an even workload using rebalancing rules. With rebalance rules, tickets are automatically redistributed among available agents based on specific parameters set by the administrator. For example, an administrator may create a rebalance rule that automatically rebalances the ticket load each time an agent logs in to SmarterTrack to actively receive tickets. This would ensure that the ticket workload among the active agents in the group receive an even amount of work.

Applies to SmarterTrack 11.x-12.x

To configure this type of commonly used rebalance rule, follow these steps:

  1. Log in to the SmarterTrack management interface as an administrator
  2. Click the Settings icon.
  3. Expand the Manage folder in the navigation pane.
  4. Click Tickets.
  5. Click Rebalance Rules tab.
  6. Click New in the content pane toolbar.
  7. In the Rule Name field, type the name of the rebalance rule.
  8. In the Group field, select the group that this rebalance rule will apply to from the list.
  9. Select the agents that this rebalance rule will apply to.
  10. Select the Execute when an agent starts receiving tickets checkbox.
  11. Click OK.

Applies to SmarterTrack 7.x - 10.x

To configure this type of commonly used rebalance rule, follow these steps:

  1. Log in to SmarterTrack as an administrator
  2. Click the settings icon.
  3. Expand the System Settings and Tickets folders in the navigation pane.
  4. Click Rebalance Rules.
  5. Click New in the content pane toolbar.
  6. In the Rule Name field, type the name of the rebalance rule.
  7. In the Group field, select the group that this rebalance rule will apply to from the list.
  8. Select the agents that this rebalance rule will apply to.
  9. Select the Execute when an agent starts receiving tickets checkbox.
  10. Click Save.

 

Learn more about SmarterTrack’s email ticket system and how it will help you improve your customer service.

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