Today we’re excited to announce our new enhancements to Smart Routing: Agent Availability and Fallback Rules. With Smart Routing you are able to round robin new Issues to your Agents based on working hours without overwhelming your Agents. What happens if an Agent wants to take a coffee or bathroom break and is away from their computer? Is there a way to temporarily take them out of the Smart Routing rule?
What is Agent Availability?
With Agent Availability, your Agents can temporarily remove themselves from active Smart Routing rules. Similar to Skype, Agents can set themselves to be “Available” or “Unavailable.” If an Agent is Available, then they will be assigned new Issues. If an Agent is logged out or has manually set to Unavailable, then they will not be assigned new Issues.
Activated manually by an Agent. When activated, any applicable Smart Routing rules will apply to this Agent. Agents can toggle their own availibility. Green indicates an online agent.
An Agent is set to Unavailable when they log off and log in again to Dashboard. Even when set as Unavailable, an Agent can still be assigned Issues by Supervisors or other Agents.
Monitoring your Agents’ Availability
You can view data on your Agents’ availability toggles via Amazon S3 data dumps. This will allow you to monitor if your Agents are actually working on Issues, which can help you with your operational costs. If you don’t have Amazon S3 setup, please reach out to firstname.lastname@example.org for more information.
What’s a Fallback Rule?
In your Smart Routing rules, what happens in the case where no Agents are available? It could be outside working hours, all Agents have exceeded their Max Issues, or they’ve toggled to Unavailable status. In this case, you’ll want to create a Fallback Rule that will send an auto-reply to those users and/or assign to a certain Agent, such as a Supervisor.
In this example, this message will be automatically sent as a Fallback Rule if no Agents can be assigned the new Issue:
Note: You have the option to Assign and Auto-reply. In this example, we are just autoreplying so that the Issue will remain in an Unassigned state. In this example, you’ll want to create a Shared Smart View with “Unassigned” as an option to identify these Issues that came in during off hours or busy time.
How do I get started?
To activate the Agent Availability Feature, your Admin will need to head over to
Settings–>Configurations and enable the following:
Warning: This is a global setting and will impact your entire team.
Helpshift’s Availability toggle can be applied to Supervisors and Groups as well. Here’s how:
1) If you have the Supervisor role enabled in Helpshift, you may not want your Supervisors to receive and answer issues. By setting their availibility status as off, they can focus on other tasks such as reviewing issue quality and managing performance.
2) If you are a large Support team working across several time zones, your agents can turn on their availibility at the start of their shift, and turn it off at the end. This way, Admins and/or Supervisors don’t need to spend time managing working hours through the Group.
Refresh Your Helpshift Knowledge
If you want to learn more about what Agent Groups are or how to set up Shared Smart Views, here are some links that cover these features and other ones to improve your team efficiency when using Helpshift:
The Helpshift Success Team will be conducting webinars coming up to go over Smart Routing and two new features related to the Dashboard. Stay tuned for updates and feel free to email any questions to email@example.com.