Workflows: Weighted Round Robin Assignment
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Ken Hoa Khoo
The current "Assign To" step in the Workflow allows for round robin assignment logic, but it assigns leads or contacts equally to each user.
It would be beneficial to add a weighting option to the round robin assignment logic so that we can assign leads or contacts to agents with different weights based on their experience or skill. For example, we could assign more leads or contacts to senior agents who have more experience. This would ensure that the most skilled agents receive more opportunities to engage with leads or contacts.
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Nabilah Binti Salleh
Merged in a post:
Variables Outside of Chats
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Richie Blasquez
Be able to create a variable outside of the contavt info to store relevant data, something as simple as a counter has to be done via API right now, we could benefit from being able to create variables called by automations to check the state of something so it does something or something else depending on the counter/variable
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Nabilah Binti Salleh
Hi Richie Blasquez, thank you for your request.
To better understand the requirement, could you share a brief example of the use case you’re trying to support (i.e., what the automation should do differently based on the variable)?
These information will help us better assess the underlying requirement and define the most appropriate feature support.
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Nabilah Binti Salleh
Hi Richie Blasquez- just following up on this!
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Richie Blasquez
Nabilah Binti Salleh Oops! Sorry I didn't see the first post, but here's what I mean:
Sometimes I want to specify which one of our agents would be best suited for a call, or I will be given a very specific order in which the leads should be assigned to agents, for example:
Agent 1 (A1), Agent 2 (A2), and Agent 3 (A3)
should have leads assigned in this specific order: A3, A1, A1, A2, A1, A1, A2, A1, A3, A1, A2, A3, A1, A1, A2, A3
So for me to achieve this, I have to build an external API to check which agent is next, but having a global variable named something like "agent_turn" which could be called by and edited by all automations and chats would be so much easier
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Nabilah Binti Salleh
Richie Blasquez: Thanks for sharing!
Interesting specific order, is there a reason why a specific order is required for assignment?
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Richie Blasquez
Nabilah Binti Salleh In this case I believe it's due to performace, Agent 1 has a higher closing rate than the rest of the team
Alwi Ilham
Is there any update regarding this?
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Nabilah Binti Salleh
Alwi Ilham: Thank you for your comment. We appreciate your continued interest in this feature. While there's no update to share at the moment, please rest assured that your request is on our radar. We'll be sure to notify you if and when progress is made.
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Nabilah Binti Salleh
Merged in a post:
Assign Percentage of new chat to a person
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Pavithiran Gunasegar
Business problem : Everyone in the team gets equal number of leads
Desired Outcome : Business can assign a percentage value to each sales rep and number of new chats assigned to a person is based of that instead of round robin (everyone get equal number of chat)