Set up skills and workload limits for ticket assignment

Create the skills your support team has, set each person's availability, ticket limits and skills, and watch which queues are short of people before tickets pile up.

In the sidebar, open Settings, then choose Ticketing under Communications, then choose Assignment in the ticketing menu. The page address is /settings/communications/ticketing/assignment. It has two cards: Assignment Operations, a live view of your support team, and Assignment Skills & Capacity, where you set what each person handles.

Before you start

• Automatic assignment is switched on per queue, with Assignment mode and Auto-assignment active; see Set up ticket queues. This page gives it the facts it works from.
• Your role needs permission to see assignment settings. Creating skills needs permission to manage skills. Saving a person needs permission to manage both workload limits and availability.

Steps

To create a skill:

1. Under Skill catalog, press New skill.
2. Type a Skill key (a short name with no spaces), a Skill label such as Heat pumps, and a Category if you group skills.
3. Keep Skill active ticked and press Create skill. It appears under Current skills. To change one, pick it under Existing skill and press Update skill.

To set up a person:

1. Under Agent assignment profile, choose the person under Agent. Everyone in your organization is listed.
2. Set Presence status: Available, Away, Busy or Unavailable. Add a Presence reason or Presence note if it helps.
3. Set Max open assigned tickets and Max active drafts. Leave a box empty for no limit.
4. Under Skill assignments, tick the skills the person handles. Proficiency (3 to start) and Weight (100 to start) put stronger people first.
5. Leave the two boxes for channel and provider limits as they are unless you need per-channel limits.
6. Press Save assignment profile. The button reads Saved for a moment.

What you see

• Three cards sum up the person: Open assigned and Active drafts with the slots left, and Auto-assignment, which reads Eligible or Held back.
• Queue memberships lists the queues the person belongs to. It cannot be changed here.
• Assignment Operations counts Auto-assignable agents, Overloaded agents, Weak staffing queues, Auto success rate, Recent fallbacks and Manual assignments.
• Below the counts, Queues needing staffing attention rates each queue High risk, Watch closely or Stable. Recent auto-assignment decisions shows each ticket as Assigned or Manual review. Agent availability and load and Skill coverage watchlist show who is free and which skills are thin.

If something looks different

• A person reads Held back: their status is not Available, or they are over one of their limits.
• Save assignment profile is greyed out: your role can manage only one of workload limits and availability. Both are needed.
• A card says this operator cannot view it: your role lacks permission to see assignment settings.
• This agent is not a member of any active ticket queues.: the person is in no queue yet, so queue-based assignment passes them by.
• The save fails with a message about unexpected text: one of the two limit boxes is not in the right shape. Put back the empty pair of braces it started with.
• You land on Email Accounts or a no-access page instead: ticketing is not part of your plan, or your role cannot see ticketing settings.

Open Assignment