The Thulium system allows you to automate the process of assigning requests. Such functionality can be enabled for a given queue and for specific Agents assigned to it. The solution is based on the Tickets parameter:
This means that the system will automatically allocate unassigned requests with a status of New in this case.
To enable this functionality from the Administration tab, select Tickets → Queues.
We then click on the queue for which we want to run automation and select the Agents who will be subject to such assignment:
After checking the relevant checkboxes, confirm the selection by clicking .
The next step is to enable the functionality for this queue, to do so, click :
From the Ticket auto-assignments section, checkbox and set the parameters:
- New tickets limit in the queue per agent - means the maximum number of tickets in a given status assigned to the Agent,
- Maximum amount of tickets assigned to the agent in the cycle (every 30 minutes) - limit of assigned tickets per Agent during one cycle.
The system assigns tickets to Agents every 30 minutes at x
and x, e.g. 8, 8, 9. The mechanism works during queue hours provided the Agent is logged into the system. Tickets are assigned on a carousel basis, sequentially to logged-in Agents with the option of automatic assignment of tickets.In the above configuration, the system will aim for 10 tickets per Agent by assigning 2 tickets per cycle (provided there are enough of them in the appropriate status). Changes should be confirmed by clicking the button.