Auto Reassign

This feature is available on the Advanced & Ultimate Tiers. Learn more

The Distribution Engine auto reassign functionality works in conjunction with SLAs to enforce your time-based response targets. SLAs can be used to notify the team when targets are missed; auto reassign takes this one step further and reassigns the record away from the team member automatically to give someone else the chance to follow up. Distribution Engine can track up to the last 50 assignees to prevent the same user being assigned a record twice.

Auto reassign process

  • Record assigned to a team member.
  • Distribution Engine checks periodically for missed SLAs.
  • If an SLA is fired Distribution Engine checks for any auto reassign rules.
  • If an auto reassign is found, the record is taken away from the team member and placed back into a queue or assigned to a specific user.
  • Optionally a field is updated at this point - e.g. set the status to escalated.
  • If you are using the Widget and User Availability Toggles then at the point of reassignment, the Distribution Engine can set the user to be offline since they have failed to respond to the work given to them. Users can toggle themselves back online to resume assignments.

Creating auto reassign rules 

The first step to creating an auto reassign process is to create your SLAs. SLAs are the trigger for auto reassign. SLAs are set at the Distribution Team level, auto reassign rules are set within a Distributor.

 

 

In each Distributor, you have the option to enable auto reassign on missed SLA.

From a team's Tracking and SLAs page click the distributor level SLA settings. For each distributor, you can then configure auto-reassign options:

  • SLAs  - you need to opt in to the SLAs. These should have been created previously on the team.
  • Auto reassign - enable auto reassign for objects assigned by this distributor.
  • Re-assign from SLA - If more than one SLA is configured on the team, you will choose which SLA to start reassignment from.
    • Any missed SLA after this SLA will also cause reassignment to occur i.e. if you have 3 SLAs and choose SLA2 for the "Re-assign from SLA",  reassignment will occur if SLA2 or SLA3 is missed. 
  • Reassign to - you can reassign from the team member back into a queue for re-assignment or to a designated user.
  • Update field on reassignment - at the point of reassignment, you can optionally update up to three fields, for example, to set a Status field to Escalated. *
  • Toggle user off - If you are using the Widget and User Availability Toggles then, at the point of reassignment, the Distribution Engine can set the user to be offline since they have failed to respond to the work given to them. Users can toggle themselves back online to resume assignments.
  • Remove sticky from reassigned records - When sticky assignment is enabled there are three options available on how to handle sticky matches when the record is reassigned:
    • New sticky only - If that assignment created a new sticky match log and no other records have matched since then, the log will be removed.
    • Always - Any existing sticky match logs are removed, including ones created before the reassignment.
    • Never - Existing sticky match logs are not removed including the one created by the reassignment.
* Picklist, Multi-Picklist, Text, and Checkbox fields are supported for field updates.

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