Queue management is a crucial element for any support team. As a support administrator, you would want incoming tickets to be assigned in a way that agents get enough time to resolve or respond to it without breaching the response or resolution SLAs.
This solution article talks about different conditions with which you will be able to prioritize tickets entering the assignment queue.
Dynamic queue prioritization:
When customers raise a new ticket, the ticket is added to the assignment queue regardless of its priority or SLAs. Managing ticket queues this way leads to a longer wait time for agents to pick up the ticket. It impacts agent performance since a ticket that is just about to breach the SLA may get assigned to an agent at the last minute.
With dynamic queue prioritization, you can choose to assign tickets based on the following conditions.
Ticket creation time:
This condition will assign tickets based on their created time. The oldest tickets will be assigned even when the ticket gets reassigned to another group. This way, agents can respond/resolve older tickets first
Example: Say there are 3 tickets in a queue, where ticket A was created at 10:00 am, B was created at 10:30 am, and Ticket C was created at 11:00 am. Based on the condition, Ticket A will be assigned first, Ticket B second, and Ticket C third.
Response due by time:
Tickets that are closest to violating the response SLA will be assigned first. This condition will consider the ticket’s first or next response SLA (whichever applicable) and will assign them first. It gives enough time for agents to respond before they breach the first or next response due-by time.
For a new unassigned ticket, the first response due by time will be considered for ticket assignment, whereas for a ticket with a recent response from the customer - The next response due by time will be considered. (If you have configured a next response SLA in your SLA policy - Read more about every response SLA here) This holds good even when an agent unassigns the ticket from their queue and reassigns it to another group.
Example: Imagine an unassigned urgent priority ticket, with Response SLA as 1 hour, say Ticket A, is a part of the L1 support group. Another unassigned ticket, Ticket B, is of medium priority in the L2 Support group with a response SLA as 4 hours. An agent identifies that Ticket B belongs to the L1 support group and reassigns the ticket after 3 hours. Now, Ticket B has only 60 minutes left before it breaches the response SLA. In this case, Ticket B will be given the right priority and will be assigned before Ticket A, since it is the closest to violating the response SLA.
Resolution due by time:
Tickets that are closest to violate the resolution SLAs will be assigned first. This condition identifies tickets that are closest to violating the resolution SLAs and will assign them first. It gives agents enough time to respond or resolve tickets before they breach the resolution due by time.
Example: An unassigned urgent priority ticket with a resolution SLA of 2 days, say Ticket A is a part of the L1 support group. Another unassigned ticket, Ticket B, is of medium priority in the L2 support group with a resolution SLA of 3 days. An agent identifies Ticket B belongs to the L1 support group after 2 days.
How do I set up Dynamic queue priorities?
Go to Admin > Workflows > Omniroute™ under Helpdesk Productivity
Click on the ‘Preferences’ tab
Select the condition based on which you want tickets to be prioritized in the assignment queue.
By default, tickets will be assigned based on ‘Ticket creation time’
When you are changing the assignment preferences, the new conditions will apply only to the new incoming tickets and any ticket reassignments made afterward.
Dynamic queue prioritization is an account-level setting and holds good only if Omniroute is enabled.