HelpDeskEddy allows you to automatically assign ticket owners in chats from Omnichannel to the least loaded agent from a specific group of users, taking into account his status and the number of current tickets.

To do this, go to the Dispatcher menu and create a rule:

In the Required conditions of the rule specify "New ticket", and in additional conditions - the channels in which this rule will work (for example, chat, Telegram, FB, etc.). In actions, select the "Change the owner to less loaded from the group considering the status and current number of tickets. "

You will also have the opportunity to configure the following parameters:

• The maximum number of agent's tickets. For example, if the value here is 10, then as soon as an agent has 10 tickets in the pool, where he is assigned as ticket owner, new tickets will no longer be assigned to him. Distribution will occur between the next agents of the specified group. All current tickets of the agent will be taken into account, not just tickets from the Omnichannel.
• The status of the agent, which will be taken into account in the distribution of tickets. Distribution will occur between agents whose status is equal to that established in Omnichannel. Also you can specify several statuses at the same time. The status can be set in the Omnichannel module:

Statuses can also be changed by supervisors who have access to the omnichannel management menu. This can be done in the Operators tab:

• Agent group to be considered when distributing new tickets. You can specify several groups at the same time, in this case, tickets will be assigned only to the agent of the group that is listed first - until all conditions are met (either the maximum number of tickets is not reached or agent's status is “Offline”).

More information about the work and setting Omnichannel module can be found in our knowledge base.