Task Assignment on tookan :
Task assignment on tookan can be done after creating tasks.
Create a new task, by selecting any one of the following:
firstly Create Task OR Bulk Import Tasks
– secondly Fill in all the details in the Task creation form.
-Select a Team from the drop-down.
-Choose one or multiple agents from ‘Assign agent’.
– lastly Click on ‘Submit’ to save the task.
-Click on Tasks in the left pane
– Under the Actions column, click on three dots and select Assign.
– lastly Fill in the details and click on Submit to complete the action.
- Video – https://www.youtube.com/watch?v=LRWf4MUI9PA
– similarly You could assign a task to an agent from the top left side panel of the Dashboard also.
Select the Unassigned tab to directly assign the task to the agent.
– Click on ‘Assign Agent’’ button on the task tile.
– consequently A popup would appear and you could choose from the drop down,
list of idle agents that appear.
-Click on the name of the desired agent, as a result, unassigned task automatically gets assigned to him/ her.
2. Auto Allocation
Automatically assign your tasks in Tookan using the Auto Assignment feature.
consequently To enable/disable Auto Allocation
go to Menu > Settings > Account Setup > Auto Allocation.
The auto assignment is done based on two parameters:
– firstly Nearest agent (based on displacement)
– secondly Available agent (based on the time slot)
hence, Based on your business requirement, you can set the push notification which is sent to the agents,
in one of the following ways:
firstly ONE BY ONE
Request goes to one agent (nearest & available) first consequently if the timer runs out or if the agent declines the task, consequently it goes to the second best option.
hence You can set the timer in the workflows
secondly SEND TO ALL
The request is sent to all the available agents. as a result whosoever accepts/ acknowledges the task first will receive it . thus making it easy to assign tasks.
Sends the task request notification to the Agent in batches. You can create batches based on distance, time, and group size settings.
hence The task gets assigned to the Agent who accepts the task request first.
consequently If no Agent accepts the task, it remains unassigned. in conclusion, it send requests in batches or groups.
This new auto assign configuration allows for force assigning the tasks to your agents based on following two parameters:
1. firstly Maximum number of tasks
2. secondly Radius Limit
to clarify ,The system will search for all the available agents within the radius limit around the task location.
consequently It sorts the agents based on the number of tasks assigned to the agent and distance from the task location (in 40-60 ratio respectively),
hence it filters out all those agents whose tasks’ count is greater than the maximum number of tasks for that day (for which the task is being scheduled).
therefore The agent on top of this list is assigned the task. thus to sum up, this logic considers the radius limit of the agents and distance.
as a result, agents with shortest distance or idle agent gets assigned. thus making it easier to sort agents based on distance. thus making it easy to assign tasks to the nearest available agents
to clarify, All the created tasks are arranged in a queue and the request for the second task is not sent until the first task gets assigned.
therefore The request is sent to the Agent in batches (same as batch-wise allocation). consequently You can create batches based on distance, time, and group size settings. in conclusion this is based on queue method.