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Topic

    Larsson
    assign incidents by priority
    Topic posted June 13, 2018 by LarssonExplorer, last edited June 13, 2018 
    54 Views, 5 Comments
    Title:
    assign incidents by priority
    Content:

    Dear Community,

    is there a possibility to set certain priority rules for the "assign" incidents function/button.
    ‚ÄčThe agent should have the ability by clicking the "assign" - button to receive certain incidents with a high priority - until there are no high priority incidents anymore. Then the agent gets all the other incidents.

    Best regards.
     

    Answer

     

    • Sebastiaan

      This can be done through the SLA where incidents with a higher priority receive another SLA (shorter response time). Incidents are getting in based on rel_due (response time). I don't know of any other way except through manual assignment or by creating a priority queue & business rules and have this queue in every agent profile so incidents in the priority queue are taken by more agents. There might be other solutions that I have forgotten about.

    • Pramod Vasudeva Murthy

      You can use My inbox report for Agents and set the Pull policy of Queues as "First Due".

      ~VIP

    • Dev Aditya

      Hi Larsson,

      Also, you can use 'Strict Priority' pull policy for the high priority queue. In the profile, keep the high priority queue on top of the queue list and set the pull policy to 'Strict Priority'. Now, write business rule to assign incidents to high priority queue on basis of whatever logic you want.

      In 'My Inbox' report, enable 'Fill Inbox' button. Now, whenever, agent will click on 'Fill Inbox', incidents from high priority queue will always be pulled. When all the incidents from high priority queue will be pulled, then only it will pull from the next queue.

      For better understanding of pull policies, you may refer this article.

      -Dev

    • Sebastiaan

      Ah yes, the strict priority pull policy is in this case what has been requested.

      The agent should have the ability by clicking the "assign" - button to receive certain incidents with a high priority - until there are no high priority incidents anymore.

      This would however affect all queues within the profile and can not be specified for a specific queue. I personally would go for a different SLA and priority queue but I guess it's all about what you prefer and depends also on:

      • how many queues one has in the profile
      • the amount of incidents in priority and other queues
      • available agents

      This as there is otherwise a risk that incidents in other queues might not be handled as the first queue in the list keeps receiving incidents.

    • Dev Aditya

      I completely agree with Sebastiaan. Strict priority suits the requirement mentioned by Larsson. However, it will have consequences also, as mentioned by Sebastiaan.