SmarterTrack 7.x Help

Ticket Distribution Methods

SmarterTrack allows administrators to choose a default ticket distribution method or vary the distribution methods by group. Note: The following distribution methods apply to new tickets and reassigned existing tickets only. In virtually all cases, if an agent is available for a follow-up response, the ticket is assigned to them to allow for better communication.

For information on setting distribution methods, refer to the KB article How To -- Set Up the Ticket Distribution Method.

Basic Round Robin

Typically, administrators will choose this method to ensure that everyone gets an equal share of work. For example, a company that has a sales team that works on commission may employ the basic round robin distribution method to ensure that all sales agents receive the same number of potential leads.

Administrators that choose this distribution method should note the following:

  • Ticket weights do not take into consideration the number of outstanding tickets an agent may have, but assigns tickets based on an equal load. tickets usually will not be redistributed.
  • Tickets transferred do not count as a ticket assigned. The counters only update when new tickets are assigned.
  • Whenever an agent goes active in the group, the agent pool is interpreted as having changed. This causes the allocated ticket counts to reset back to the count of open and active tickets for each agent. This prevents people that are on vacation from getting 20 tickets when their day starts, but still allows the system to deal with agents that come in a few minutes late.

Service-oriented

This distribution method is typically chosen for support departments and response-time centered groups. Typically, most front-line groups will use this method because this distribution method focuses on getting a fast response to the customer. As a result, agents that work faster typically get more tickets, so companies that use this method should use reporting to determine each agent's workload.

Administrators that choose this distribution method should note the following:

  • The system will assign tickets to agents based on the lowest ratio of (open tickets/ticket weight) to calculate the agent load. If two or more agents have the same ratio, the system will assign the ticket to the agent for whom the most time has passed since a new ticket was assigned.
  • Each agent has a "maximum number of open tickets" setting that governs how much work can be in his/her box. Once the max value is reached, the system will not assign new tickets to that agent. If all of the agents are maxxed out, the system will hold the tickets in the queue until space frees up.

Cherry Picking

This model is used by companies that want the absolute fastest response time and are not concerned that agents can see all available tickets. Because this relies on the agents to do their fair share (and not pick the easy tickets), proper agent training is essential for successful implementation of the cherry picking distribution method.

Administrators that choose this distribution method should note the following:

  • New tickets are not assigned directly to agents. All tickets are directed to the queue and are grabbed by staff members. (Follow-up tickets are assigned as usual).
  • SmarterTools reccommends configuring event notifications that alert agents when tickets have been waiting in the queue too long.