Ticketing 101: Auto Ticket Distribution

This 4.0 jargon pushes companies harder to be more accessible to the customer. It lets the customers easily question your products, complaints, and else. Often, business accepts far more than the number of available agents for it creates a longer time in handling tickets.

On a larger scale, it’s impractical to assign the ticket manually. To cope with that, 3Dolphins SRM features Ticket Automatic Distribution for faster performance. This feature is an automation system that assigns tickets to agents based on defined rules to ensure questions from customers are credibly handled.

As we know from the prior blog, any kind of communication comes from the customer is called a ticket, while a series of correspondence between the customer and the agent is called a case. Tickets have a certain subject and must be assigned to the expertise-specific agents in order to solve case credibly. To define that, we need to arrange rules first.

Rules organize agents to arrange ticket distribution based on the decided liability. Usually, rules are set by an admin or supervisor, consist of all channels (except the walk-in channel) according to the group maker. In the rules, there are various kinds of settings, such as:

1.  Add/Remove Team: To assign/unassigned agent or supervisor. Each team members have their max assignment and priority. Max assignment represents the maximum amount of tickets can be received. Priority represents whose member can receive ticket first.

2.  Max Assignment: To set the number of ongoing tickets to the channel.

3.  SLA: or, in a more extensive term, Service Level Agreement, is a tracker of your agent’s duration in handling tickets. SLA provided two measurements, which are; 1) first response time, recording duration by the moment the ticket accepted to the time the agent reply, 2) resolution time, recording duration by the moment the ticket accepted to the
ticket eventually solved.

4.  Proactive: to set rule behavior about how members in receiving tickets. There are a few conditions that can be introduced when configuring proactive:

a. Proactive ON

– Incoming new ticket will be distributed to members

– Member will receive ticket redistributed from queue

– Member can create Outbound Tickets

b. Proactive OFF, Outbound Only OFF

When proactive is off, Outbound Only option will be available. Behaviors in this configuration will be:

– Incoming new ticket will not be distributed to members

– Member will receive ticket transferred from agent in another group (It may go to queue first or directly assigned to available agent)

– Member can create Outbound Tickets

This configuration is suitable when rule member is not a frontline customer service officer.

c. Proactive OFF, Outbound Only ON

In this configuration, member will only be able to create Outbound Ticket

5.  Service Hour: to set an agent’s working hour schedule and can also determine the agent’s holiday schedule.

6.  Clone Rule: to clone rule.

Every time a ticket incoming from a customer, our system will calculate which operator is most suitable to receive the ticket, adjusting with each team member’s max assignment and priority settings. This makes ticket distribution even further.

Our system filters every available member first, to the tickets eventually ends up on the agent with these criteria according to order;

1) the agent is a prioritized operator,

2) the agent is holding the least number of tickets,

3) the agent has closed the latest ticket in a long time.

If all members have the same max assignment and priority, ticket will be distributed to agent with longest time on point 3.

In an ideal condition, tickets will be evenly distributed to all agents. However, there may come a time when peak time occurred and all agent has reached maximum assignment. In this condition, new ticket will be put to queue.

Tickets in queue will be redistributed periodically in real time, so agents that’s done with ticket can immediately serve customer in queue.

You might now ask, “How to quickly redistribute tickets in queue?”

For this purpose, we provide a configuration for automatic redistribution to process number of tickets in queue at a time called ‘max auto claim ticket’. This allows for faster redistribution proportional to number of active agent.

Given an example:

A company has a live chat department in this condition. There are two receptionists (named Andy and Bobby) from Customer Service Division and two expertise-specific agents (named Romy and Shelly) from the IT Division.

The manager wants Andy to receive only half the ticket amount than Bobby, while the IT guys receives the same amount.

So, we need to define two rules;

1)  rule A in Customer Service Department for Andy and Bobby with proactive on

2)  rule B in the IT Department for the expertise-specific operators with proactive off and outbound only off.

Let’s say the max assignment is defined as 50 tickets per person; in rule A, Bobby is set to max assignment 50 and Andy is set to 25.

Every incoming live chat ticket will be assigned to the first logged in person, the second ticket will go to Andy, third to Bobby, and so on until Andy reaches 25 so the rest will go to Bobby.

When the receptionists complete their task, tickets can be transferred to the IT Department. The same treatment will be applied to tickets received in there.

Another case: the company made two shifts for two newly recruited receptionists, day shift and night shift. Then, an expertise-specific agent must be able to send outgoing emails but may not receive email tickets.

By this case, we only need to add a new receptionist rule to Customer Service, and do the service hour setting for each rule, and add an expertise-specific agent rule to IT Division from the email channel. This rule contains an expertise-specific agent with proactive off settings and outbound only on. Then the system will automatically do the rest. For a comprehensive explanation, you can refer to our documentation here, or contact our customer care.

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