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Agent auto assignment using time-based criteria

Agent auto assignment using time-based criteria

Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task.

Any combination of time-based methods can be enabled in the application configuration screen.

When a task is created, the schedule of the agent and the task to be performed are combined with rating-based criteria to auto-assign an agent.

This site is scheduled for a small content update on Tuesday, December 18th, between the hours of 4:00pm and 8:00pm Pacific Time (Dec 19 00:00 – Dec 19 4:00 UTC). Access to this site may be slightly delayed during that time.