The call assignment section allows you to decide whether you want to automatically assign calls to your operators or allow operators to assign themselves to manually selected calls.
Benefits of using automatic call assignment
Equal distribution of calls
Calls are split evenly between active operators, so your operators don’t have to worry about who should take the call.
Faster response time
Automatic assignment can increase the efficiency of your operators and reduce first response time, as messages from new customers will be assigned directly to operators.
How does it work?
You can see the call assignment options in Settings.> Workflow> Call allocation :
After logging in, you can choose between two methods for assigning calls to your operators: manual or round robin (automatic):
manual
All new calls fall into the Unassigned folder. Operators can manually select and assign themselves to calls. This is the default option.
Round Robin (automatic call allocation)
When round robin is enabled, new calls will be automatically assigned to available operators. However, operators who are offline will not be assigned any calls this way.
example
There are three operators in the Tidio project. The round-robin algorithm divides the calls in an orderly manner, so if all operators are connected, the call will be divided like this:
A new call comes in – Operator 1 accepts the call;
A new call comes in – Operator 2 accepts the call;
A new call arrives – Operator 3 accepts the call, and the command is initiated.
A new call comes in – Operator 1 accepts the call;
A new call comes in – Operator 2 accepts the call;
…and so on.
The command continues like this. If an operator is not logged in, their turn is skipped.
Please remember that round robin only applies to direct messages from live chat, Messenger, Instagram, and WhatsApp. Emails will continue to fall into the Unassigned folder, as they don’t require immediate attention like other types of communication, and the same goes for tickets from your support system.
The round robin mechanism will only work for calls that arrived in your mailbox after the feature was enabled. This means that calls before round robin was enabled will not be affected.
If the departments feature is used, each department will have its own assignment queue. If an operator is restricted to multiple departments, they will receive calls from all of their departments separately.
