Ticket Distribution Configuration

Applies to SmarterTrack 11.x-12.x

SmarterTrack has two ticket distribution models: Cherry picking and Round Robin.

Cherry Picking

Cherry picking is the default distribution method, so there is nothing to configure at the group or employee level if this is the distribution method desired. Cherry picking essentially allows agents to pick and choose the tickets they want to work on; Tickets are not automatically distributed. Cherry picking is most often used by smaller companies with limited incoming ticket activity. Larger organizations can use cherry picking but agents should be well-trained and monitors (in the form of idle events) should be set up so that managers can keep track of the ticket flow and be notified if a ticket stays in the queue for too long.

Round Robin

Round robin distribution is a way to automatically distribute tickets to agents. Round robin essentially looks at the agents in the group and then hands new tickets off to them, one after the other, based on whether the agent is in the primary or secondary assignment group and their max ticket settings. Round robin is most often used by companies with several agents per group as it is a good way to equally distribute the ticket load. However, smaller companies can use round robin as well.

Assignment Groups

Using assignment groups is a way that managers can better manage which agents get the majority of tickets. There are two assignment groups available: Primary and Secondary.

Agents in the primary group will receive new tickets first. The primary group is a good way to get the most knowledgeable agents a larger share of new tickets that come into a group. Agents in the secondary group will receive tickets as a backup to agents in the primary group. Therefore, secondary agents should be newer agents, agents-in-training or agents who possibly span multiple groups.

Max Tickets

Using Max Tickets in conjunction with round robin is another way that managers can control the distribution of tickets as it is a way to limit the number of new tickets that an agent receives. For the sake of clarity, a new ticket is:

• Any active ticket created as an incoming or outgoing ticket and assigned to an agent.
• A ticket is transferred from one agent to another and it's active.
• A new ticket is created through email or web services and is assigned to the agent as an active ticket.
• An existing ticket is replied to through email and it is assigned to the agent but it was assigned to someone different before.

Setting max tickets for agents will limit the new tickets they get, regardless of their assignment group. Generally, managers will set a higher max tickets number for primary group agents and a lower number for secondary group agents. Leaving the max tickets blank means there is no limit for that agent.

Ticket Distribution Scenarios

Basic Round Robin

1. Log in as the System Administrator.
2. Click on Settings and expand Manage and click on Groups.
3. Edit the Group and click on the Agents tab.
4. Add or edit an Agent and change their Round Robin option to Primary Group.
5. Click Ok
6. Repeat steps 4 and 5 for each Agent you want to receive tickets.
7. Click Save to save the changes to the Group.

New tickets will now be distributed equally in a Round Robin fashion to any agent(s) configured for a Primary or Secondary Round Robin assignment group.

Round Robin Using the Max Ticket Setting

1. Log in as the System Administrator.
2. Click on Settings and expand Manage and click on Groups.
3. Edit the Group and click on the Agents tab.
4. Edit an agent and change Round Robin option to Primary Group.
5. In the Max Tickets box input the number of new tickets you want the agent to receive and then check the "enable" box.
6. Click Ok.
7. Repeat steps 4 though 6 for each Agent you want to receive tickets.
8. Click Save.

Agents that have a max ticket workload enabled will not receive any new tickets until they are below the threshold.

Round Robin Using Max Ticket Settings and Assignment Groups

1. Log in as the System Administrator.
2. Click on Settings and expand Manage and click on Groups.
3. Edit the Group and click on the Agents tab.
4. Edit an Agent and change the Round Robing Option to Secondary Group.
5. In the Max Tickets box input the number of new tickets you want the Agent to receive and then check "enable" box.
6. Click Ok.
7. Repeat steps 4 though 6 for each Agent you want to receive tickets.
8. Click Save.

If all Agents in the Primary group all reach their max ticket limit, any new tickets will roll to Agents in the Secondary group. If all Agents reach their max tickets, tickets will sit in the ticket queue until an Agent goes below their max ticket limit. Note: If there are tickets in the queue and an Agent in the Secondary group is the first to go below their max ticket setting, that Agent will receive a new ticket from the queue.

Add an Agent to a Group Without Receiving Tickets

1. Log in as the System Administrator.
2. Click on Settings and expand Manage and click on Groups.
3. Edit the Group and click on the Agents tab.
4. Click Add Agent and choose the Agent from the drop down list.
5. Leave Round Robin option as Not Included (Pull from Queue).
6. Click Ok.

The Agent is now part of the group, but will not automatically receive any new tickets that come into the group. This is a perfect way to set up a Manager or Supervisor for the group as they can still log in and see everyone's tickets, but they don't receive any of their own. In addition, Agents can still Cherry pick tickets from the queue or have tickets transferred to them as needed.

Applies to SmarterTrack 9.x - 10.x

SmarterTrack has two ticket distribution models: Cherry picking and Round Robin.

Cherry Picking

Cherry picking is the default distribution method, so there is nothing to configure at the group or employee level if this is the distribution method desired. Cherry picking essentially allows agents to pick and choose the tickets they want to work on; Tickets are not automatically distributed. Cherry picking is most often used by smaller companies with limited incoming ticket activity. Larger organizations can use cherry picking but agents should be well-trained and monitors (in the form of idle events) should be set up so that managers can keep track of the ticket flow and be notified if a ticket stays in the queue for too long.

Round Robin

Round robin distribution is a way to automatically distribute tickets to agents. Round robin essentially looks at the agents in the group and then hands new tickets off to them, one after the other, based on whether the agent is in the primary or secondary assignment group and their max ticket settings. Round robin is most often used by companies with several agents per group as it is a good way to equally distribute the ticket load. However, smaller companies can use round robin as well.

Assignment Groups

Using assignment groups is a way that managers can better manage which agents get the majority of tickets. There are two assignment groups available: Primary and Secondary.

Agents in the primary group will receive new tickets first. The primary group is a good way to get the most knowledgeable agents a larger share of new tickets that come into a group. Agents in the secondary group will receive tickets as a backup to agents in the primary group. Therefore, secondary agents should be newer agents, agents-in-training or agents who possibly span multiple groups.

Max Tickets

Using Max Tickets in conjunction with round robin is another way that managers can control the distribution of tickets as it is a way to limit the number of new tickets that an agent receives. For the sake of clarity, a new ticket is:

• Any active ticket created as an incoming or outgoing ticket and assigned to an agent.
• A ticket is transferred from one agent to another and it's active.
• A new ticket is created through email or web services and is assigned to the agent as an active ticket.
• An existing ticket is replied to through email and it is assigned to the agent but it was assigned to someone different before.

Setting max tickets for agents will limit the new tickets they get, regardless of their assignment group. Generally, managers will set a higher max tickets number for primary group agents and a lower number for secondary group agents. Leaving the max tickets blank means there is no limit for that agent.

Ticket Distribution Scenarios

Basic Round Robin

1. Log in as the System Administrator.
2. Click on Settings and expand System Settings | Organization and click on Groups.
3. Edit the Group and click on the Agents tab.
4. Add or edit an agent and change their Round Robin option to Primary Group.
5. Click Ok.
6. Repeat steps 4 and 5 for each agent you want to receive tickets.
7. Click Save to save the changes to the group.

New tickets will now be distributed equally in a Round Robin fashion to any agent(s) configured for a Primary or Secondary Round Robin assignment group.

Round Robin Using the Max Ticket Setting

1. Log in as the System Administrator.
2. Click on Settings and expand System Settings | Organization and click on Groups.
3. Edit the Group and click on the Agents tab.
4. Edit an Agent and change Round Robin option to Primary Group.
5. In the Max Tickets box input the number of new tickets you want the Agent to receive and then check the "enable" box.
6. Click Ok.
7. Repeat steps 4 though 6 for each Agent you want to receive tickets.
8. Click Save.

Agents that have a max ticket workload enabled will not receive any new tickets until they are below the threshold.

Round Robin Using Max Ticket Settings and Assignment Groups

1. Log in as the System Administrator.
2. Click on Settings and expand System Settings | Organization and click on Groups.
3. Edit the Group and click on the Agents tab.
4. Edit an agent and change the Round Robing Option to Secondary Group.
5. In the Max Tickets box input the number of new ticket you want the Agent to receive and then check "enable" box.
6. Click Ok.
7. Repeat steps 4 though 6 for each Agent you want to receive tickets.
8. Click Save.

If all agents in the Primary group all reach their max ticket limit, any new tickets will roll to Agents in the Secondary group. If all Agents reach their max tickets, tickets will sit in the ticket queue until an agent goes below their max ticket limit. Note: If there are tickets in the queue and an Agent in the secondary group is the first to go below their max ticket setting, that agent will receive a new ticket from the queue.

Add an Agent to a Group Without Receiving Tickets

1. Log in as the System Administrator.
2. Click on Settings and expand System Settings | Organization and click on Groups.
3. Edit the Group and click on the Agents tab.
4. Click Add Agent and choose the agent from the drop down list.
5. Leave Round Robin option as Not Included (Pull from Queue).
6. Click Ok.

The Agent is now part of the group, but will not automatically receive any new tickets that come into the group. This is a perfect way to set up a Manager or Supervisor for the group as they can still log in and see everyone's tickets, but they don't receive any of their own. In addition, Agents can still Cherry pick tickets from the queue or have tickets transferred to them as needed.

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