Route work to the right agent in Workforce Management

In order to route work to an agent, a team must be configured on the work item. See how to set up automatic team assignment.

How Workforce Management assigns an agent

An agent needs to meet every condition to be eligible for the work:

• They belong to the team that owns the service.

• They are scheduled to be working.

• They have marked themselves as available.

We then assign work from the pool of eligible team members to the member with the lowest capacity utilization. To understand how capacity feeds into this better, see your team's capacity in Workforce Management.

If nobody on the team is eligible, the work item stays unassigned.

Both modes use the same underlying logic to work out who can handle the work. The difference is whether Workforce Management acts on the result or hands you a recommendation.

You can always manually override a work item's assignment.

Configuring factors and triggers

To have deeper control over Workforce Management routing, two groups of settings are available:

• Press ‘Edit triggers’ in Workforce Management settings to select which events on a work item trigger auto-assignment. Depending on the event, agent, team, and service fields update where applicable.

• Choose ‘Manage’ on Assignment factors to select how team members are recommended and assigned work. For example, if you do not wish to use the Availability feature during routing, untick that and save. In this example, unavailable agents can then receive work.