Assign to Most Available Analyst

[Guest]

I really like the concept of being able to automatically assign a call to the most available analyst via automated tasks. However it seems to select every analyst. Is there a way for it to select the most available analyst within a team?

[Martyn Houghton]

Adam

We are implementing auto assignment for our 1st Tier team for when new requests are logged via the portal. We clarified some of this in the thread below. This include a description of the logic applied when using the Auto Assign to most Available Analyst, so not sure if that will help with your situation.

The restriction at the moment is that you have to hard code the team you want to auto assign too in the BPM node, you cannot set this as a variable or inherit it from the Teams that support the service.

Cheers

Martyn

 

[Guest]

Great, thank you Martyn

We should meet up and see how we can help each other with Service Manager.

Cheers