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🔀 Automatic Conversation Distribution

Configure intelligent rules to automatically distribute conversations among agents and teams.

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📋 What is Agent Assignment?

Agent Assignment is the system that automatically decides which agent receives each new conversation. Without assignment: 
New conversation → Unassigned → Agent must manually take
With assignment: 
New conversation → System auto-assigns → Agent receives notification

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🎯 Distribution Methods

Round Robin

Equal rotation

Load Balanced

Based on capacity

Skill-based

By specialization

Priority

By priority

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🔄 Round Robin (Rotation)

How it works: Distributes equally to all agents in order: 
Agents: Maria, John, Peter

Conversation 1 → Maria
Conversation 2 → John  
Conversation 3 → Peter
Conversation 4 → Maria (back to start)
Conversation 5 → John
Advantages:
  • ✅ Fair distribution
  • ✅ Simple to understand
  • ✅ Everyone serves equally
Use when:
  • All agents have same skill
  • Want equal distribution
  • Small team

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⚖️ Load Balanced (Load Balancing)

How it works: Assigns to agent with FEWER open conversations: 
Current state:
├─ Maria: 3 conversations
├─ John: 5 conversations
└─ Peter: 2 conversations

New conversation → Peter (has least)

After assigning:
├─ Maria: 3 conversations
├─ John: 5 conversations
└─ Peter: 3 conversations

Next conversation → Maria
Advantages:
  • ✅ Distributes based on real load
  • ✅ Prevents overload
  • ✅ Adapts dynamically
Use when:
  • Large teams
  • Resolution speed varies
  • Want to prevent burnout

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⭐ Skill-based (By Specialization)

How it works: Assigns based on skills/specialization: 
Agents:
├─ Maria: Skill "Sales" + "English"
├─ John: Skill "Support" + "Technical"
└─ Peter: Skill "Sales" + "Financial"

Customer: "I need technical support"
System detects: Tag #support
→ Assigns to John

Customer: "I want to buy" (English)
System detects: Language EN + sales interest
→ Assigns to Maria
Configure skills:
  1. “Agents” → Select agent
  2. “Skills” → Add
  3. Examples:
    • Languages: Portuguese, English, Spanish
    • Products: Product A, Product B
    • Expertise: Technical, Sales, Financial
Advantages:
  • ✅ Customer speaks with specialist
  • ✅ Faster resolution
  • ✅ Higher satisfaction

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💡 Best Practices

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Planning

✅ Start simple: Round Robin first
✅ Monitor metrics: See what works
✅ Adjust gradually: Improve with data

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Capacity

✅ Define realistic limits: 8-12 conversations/agent
✅ Respect schedules: Don’t force overtime
✅ Buffer for peaks: Reserve extra capacity

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Specialization

✅ Cross-training: Agents know multiple areas
✅ Always backup: Skill never with 1 person only
✅ Document processes: Easier to train new ones

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🚀 Next Steps

Automations

Combine assignment with automations

Reports

Analyze distribution efficiency