Somaya Support

Assign Agent Rules

Agent Assignment Rules

We automatically assign agents to new tickets using rules we define.

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Manually assigning agents to new tickets is a tedious and time-consuming task.

SomayaSupport solves this problem by automatically assigning agents based on predefined rules.

How does it work?

We define the rules, including the conditions and the agents/agents to be assigned.

When a customer creates a ticket, the system matches the conditions of all available rules.

Agents will be assigned to the rules that match the ticket.

Assigning Agent Groups

There are three ways to automatically assign agent groups, as described below.

Assigning Agent Groups Only

Agent groups are considered agents, and their supervisors can view the ticket when it is assigned. Supervisors can also assign tickets to one or more members of the group, including the supervisor themselves.

Assigning a Group and One of Its Members, Including Supervisors

This method not only assigns a group, but also assigns an agent (member) based on workload or the closest working hours. The members to be considered include supervisors.

Assigning a Group and One of Its Members, Excluding Supervisors

This method not only assigns a group, but also includes assigning one of the agents (members) based on workload or the closest working hours. Supervisors are excluded from this, as they will be considered members.