For a better customer experience, you may want to enable the Same Agent workflow to avoid passing customers around to different agents too often. The workflow will automatically assign tickets to the same agent if the same requester submits a new ticket within a short window of time.
How it works
The Same Agent workflow uses a trigger, which you create, to notify a target when a new ticket is created or updated. The target will determine if the new ticket should be assigned to the same agent, and, if conditions are met, the assignment happens immediately. This feature works independently of the Round Robin or the Playlist Button.
1. Generate Playlist API key
2. Enable Same Agent
Go to Workflows > Same Agent. Click on Enabled.
When you enable Same Agent for the first time, a HTTP target (Playlist Same Agent Target) is automatically created for you. This target will be used by a trigger that you'll create in the next step.
Once enabled, you can adjust settings to your team's preferences.
Same Agent Window (Hours)
This is the interaction window (in hours) between the agent and the requester. It's the difference between the current time and the requested date of the oldest, consecutive ticket between requester and the agent. The maximum value allowed is 8760 hours (1 year).
If the requester submits a new ticket...
- within the same agent window, it will be assigned to the same agent.
- outside of the window, it will be left unassigned (i.e. to be picked up by Round Robin or the Playlist Button).
In the below scenario, the current time is July 4, 2020 9:00 am, and the requester has been working with Bob on other tickets since July 1, 2020 9:00 am. The difference between the current time and the requested date of the oldest, consecutive ticket (ticket #1) with Bob is 72 hours.
If the window is set to 72 hours (or greater), Bob would automatically receive ticket #3. If the window was set to 71 hours, Bob would not receive ticket #3.
|Ticket ID||Assignee||Requested date|
|3 (newest ticket)||Bob||July 4, 2020 09:00 am (current time)|
|2||Bob||July 2, 2020 2:00 pm|
|1||Bob||July 1, 2020 9:00 am|
Ignore Bad Satisfaction
3. Create trigger to notify target
- Ticket > Is > Created
- Assignee > Is > -
- Notify target > Playlist Same Agent Target
Avoiding trigger loops
To avoid trigger loops, please ensure that you only notify the target once within the lifecycle of each ticket. Using the Ticket > Is > Created condition in your trigger (i.e. only firing the trigger when a ticket is created) is the easiest way to prevent trigger loops.
- The workflow will only assign to the same agent if they are set to Online in Playlist
- Tickets that are closed or already assigned to another agent will be ignored
- A ticket will only be assigned by the Same Agent workflow once