Request:
The client has reached out to us with their concern regarding the ticket assignment.
Verification/checklist:
- We must check the employee profile to check if there is any shift enabled.
- We must check the queue logic to see whether it is set to one at a time or round-robin when available.
- We must check if the employee is mapped to the queue.
Case 1: If the queue logic is set to “One at a time”:
In this case, a new ticket will not be assigned to the agent if the previous ticket was not disposed.
For Big Basket: When the queue logic is set to “One at a time” the agent should work from the “Agent dashboard tab” and not the “Assigned ticket tab”.
Resolution Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the auto-assignment of tickets.
We would like to inform you that a new ticket will not be assigned to the employee until the previous ticket has been disposed.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Case 2: If the queue logic is set to “Round-robin when available”:
- In this case, we must first check the maximum assignment number set for the “Round-robin when available’ queue logic.
- Check the employee's status if it was set to “Available”. If the status is set to “Unavailable” the ticket will not be assigned to the employee.
Steps to check the status of the employee:
- In order to check the status of the employee, we must go to the “Ticket Report” tab.
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- We must then go to the “Login detail report” in the Ticket report tab and enter the ticket creation date and time in order to generate the report to check the status.
- Once the report is generated, we will be able to check the status of the employee.
- If the tickets assigned to the employee exceed the limit, a new ticket will not be assigned.
Template(to be used if the status was unavailable):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the auto-assignment of tickets.
We have reviewed your account and we see that the employee was unavailable when the ticket was created due to which the ticket was not assigned to the employee.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Template(to be used if the max assignment limit is exceeded):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the auto-assignment of tickets.
We would like to inform you that a new ticket will not be assigned to the employee when the maximum assignment limit is exceeded. This occurs when the previously assigned tickets remain undisposed.
In this case, you can either increase the max assignment limit or dispose the pending tickets for new tickets to get assigned to the employees.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Case 3: If there is a difference in ticket creation time and the employee shift time:
- In this case, we must first check if the employee shift has been added by going to the employee profile tab.
- If the employee shift is enabled we can check if the ticket was created before or post the shift as the tickets created prior to the shift or post the shift will not be assigned to the employee.
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Template (if the ticket was created prior to the employee shift):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the auto-assignment of tickets.
We see that the ticket was not assigned to the employee as the ticket was raised prior to the employee shift.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Template (if the ticket was created post the employee shift time):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the auto-assignment of tickets.
We see that the ticket was not assigned to the employee as the ticket was created post the employee shift.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
Case 4: If the employee is not mapped to the ticket queue:
- In this case, we must check if the employee is mapped to the ticket queue.
- If the employee is not mapped to the ticket queue, we can go ahead and inform the client that the queue has not been mapped, and hence the tickets are not getting assigned.
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Troubleshooting steps to be tried if the above mentioned procedures do not resolve the issue:
- Click on the dashboard tab>Queue monitor>search with the queue name>if there are tickets pending in the queue, click on the “Assign now” button.
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedure the issue must be raised on JIRA || Team P
Acknowledgement Template (When the issue is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with the auto-assignment of tickets.
We have forwarded your issue to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
Related Links :
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