Assign chats to certain agents before others (ranking within department)
Within a department, you can rank agents to determine how incoming items are assigned.
Ranking is applied at the department level and works in conjunction with Automatic Distribution (AD).
- Create or edit a department, as follows:
- At admin.bold360.com, go to Organization > Departments. The Department Management page is displayed.
- Select an existing department or click Create New.
The New/Edit Department page is displayed.
- On the Agents tab, select an agent to assign them to the group. The selected agent is displayed in the table at the top of the screen.
- Assign a rank. Items are assigned to lower ranked agents only when all higher ranked agents have reached any applicable limits.
- Save your changes.