Assign agents to unassigned tasks using the dispatch map.
Role required: wm_dispatcher, wm_initiator_qualifier_dispatcher
Select a filter view for the day and the assignment group you want to
Click an unassigned task in the map, marked by a red icon.
A pop-up window shows the unassigned task and a description.
Click the icons of nearby agents and examine their schedules.
An agent's schedule shows each assigned task and its work duration. The tasks
appear in the sequence defined manually by the dispatcher or by the agent
using the auto-routing feature.
Locate an appropriate agent with available time to perform the unassigned
Click the number of the unassigned task to display the record in a pop-up on
Select the available agent in the Assigned to field.
Only agents from the current assignment group are available for
The red icon on the map turns blue, indicating that the task is assigned but
not yet accepted by the agent. The icon turns green when the agent accepts