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).

  1. Create or edit a department, as follows:
    1. At, go to Organization > Departments. The Department Management page is displayed.
    2. Select an existing department or click Create New.

    The New/Edit Department page is displayed.

  2. 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.
  3. Assign a rank. Items are assigned to lower ranked agents only when all higher ranked agents have reached any applicable limits.
  4. Save your changes.