After the tasks are created on the dashboard the main part that comes into the picture is task assignment.
After the task is assigned to the agent only then he would be able to perform further action on the task.
There are 2 methods to assign tasks –
– Auto Allocation
1. Manual Assignment
In the case of manual assignment, the admin has to manually assign the tasks to the
Assigning a task to an agent can be done in three different ways:
Create a new task, by selecting any one of the following
Create Task OR Bulk Import Tasks
– 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’.
– Click on ‘Submit’ to save the task.
Video – https://www.youtube.com/watch?v=uPD3TUvZPYU
-Click on Tasks in the left panel.
– Under the Actions column, click on three dots and select Assign.
-Fill in the details and click on Submit to complete the action.
Video – https://www.youtube.com/watch?v=LRWf4MUI9PA
-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.
– 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, and the unassigned task automatically gets assigned to him/ her.
Video – https://www.youtube.com/watch?v=uNJmRTlzjcs
2. Auto Allocation
Automatically assign your tasks in Tookan using the Auto Assignment feature. To enable/disable Auto Allocation go to Menu > Settings > Account Setup > Auto Allocation.
The auto assignment is done based on two parameters:
– Nearest agent (based on displacement)
– Available agent (based on the time slot)
Based on your business requirement, you can set the push notification which is sent to the agents, in one of the following ways:
ONE BY ONE
Request goes to one agent (nearest & available) first and if the timer runs out or if the agent declines the task, it goes to the second best option. You can set the timer in the workflows
SEND TO ALL
The request is sent to all the available agents and whosoever accepts/ acknowledges the task first will receive it
Sends the task request notification to the Agent in batches. You can create batches based on distance, time, and group size settings. The task gets assigned to the Agent who accepts the task request first. If no Agent accepts the task, it remains unassigned.
This new auto assign configuration allows for force assigning the tasks to your agents based on following two parameters:
1. Maximum number of tasks
2. Radius Limit
The system searches for all the available agents within the radius limit around the task location. 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), 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). The agent on top of this list is assigned the task.
Force assigns the task to Agent based on availability and distance.
First In First Out
Send the task request notification based on First-in, First-out (FIFO). 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. The request is sent to the Agent in batches (same as batch-wise allocation). You can create batches based on distance, time, and group size settings.