Advanced Assignment Policies

Overview

The advanced assignment introduces a comprehensive policy-based conversation assignment system. This provides centralized management, advanced algorithms, and enterprise-grade capacity controls.

Feature Availability

• Open Source: Assignment policies with round-robin algorithm

• Enterprise: All OSS features plus balanced assignment and agent capacity management

Core Concepts

Assignment Policies

Assignment policies are centralized rules that control how conversations are automatically assigned to agents. Each policy defines:

• Assignment Order: How agents are selected (round-robin or balanced)

• Conversation Priority: Which conversations get assigned first

• Fair Distribution: Rate limiting to prevent agent overload

Agent Capacity Policies (Enterprise)

Capacity policies set conversation limits per agent with inbox-specific granularity and advanced filtering rules.

Assignment Policies

Creating Assignment Policies

1. Navigate to Settings → Agent assignment → Assignment policy

2. Click Create Assignment Policy

3. Configure the following:

Basic Configuration

• Name: Unique policy identifier

• Description: Optional policy description

• Enabled: Toggle policy activation

Assignment Settings

• Assignment Order:

  • Round Robin: Cycles through available agents sequentially (OSS & Enterprise)

  • Balanced: Distributes based on current workload, equal assignment (Enterprise only)

• Conversation Priority:

  • Earliest Created: Assigns oldest conversations first

  • Longest Waiting: Prioritizes conversations with longest wait times

• Fair Distribution:

  • Limit: Maximum conversations per agent within time window (default: 100)

  • Window: Time period in seconds for rate limiting (default: 3600)

Linking Policies to Inboxes

1. Go to Settings → Agent Assignment

2. Edit a policy.

3. Add an Inbox.

   

Agent Capacity Management (Enterprise)

Creating Capacity Policies

1. Navigate to Settings → Assignment Policy → Capacity

2. Click Create Capacity Policy

3. Configure:

   1. Basic Settings

      1. Name: Policy identifier

      2. Description: Optional description

   2. Inbox Capacity Limits

      1. For each inbox, set:

      2. Conversation Limit: Maximum open conversations per agent

   3. Exclusion Rules (JSON Configuration)

      1. Excluded Labels: Conversations with these labels won't be auto-assigned

      2. Age Threshold: Exclude conversations older than specified hours

   

Assigning Capacity Policies to Agents

1. Go to Assignment Policy → Agent Capacity Policy

2. Select an Agent Capacity Policy

3. Add Inbox capacity limits

4. Assign agents to the policy

Assignment Algorithms

Round Robin (OSS & Enterprise)

Cycles through available agents sequentially, ensuring equal distribution over time.

Balanced Assignment (Enterprise)

Intelligently distributes conversations based on:

• Current agent workload

• Equal assignment

Troubleshooting

Common Issues

Conversations Not Being Assigned

• Verify assignment policy is enabled and linked to inbox

• Check if agents are available and online

• Ensure agents haven't reached capacity limits (Enterprise)

• Verify exclusion rules aren't filtering out conversations

Uneven Distribution

• Review fair distribution settings

• Consider switching to balanced assignment (Enterprise)

• Check agent availability patterns

Debugging Steps

1. Check assignment policy configuration

2. Verify inbox-policy linkage

3. Review agent capacity settings (Enterprise)

4. Monitor assignment service logs

5. Validate agent availability status

Assignment V2 provides a robust, scalable solution for conversation management that grows with your organization's needs while maintaining optimal agent workload distributio