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Ticketing suggestion logic -

Factors

Area

What

Examples

Notes

Agent's type

Agents

Matching

Intermediate, Super-agents

According to the user's tier

Agent's kind

Agents

Matching

Real, Test

Not in use as a filter

Agent's certification

Agents

Matching

Classification, Complete purchase, Rating

Online status

Agents

Matching

PresenceStatus = Online / Offline

Only online agents will get a suggestion

Availability

Agents

Matching

IsOpenForNewTasks = true

Agents that are not responsive will move to be false

Assignment status of the agent

Agents, Tickets

Matching

Assigned, Unassgined

Only unassigned agents will get a suggestion

Assignment status of the ticket

Agents, Tickets

Matching

tickets.agentId

Task's type

Tasks

Matching

Assessment, Synthetic, Regular

Task's status

Tasks

Creation

New, Open, Waiting for user, Completed

Ticket's type

Tickets

Matching

Classification, Complete purchase, Rating

Ticket's suggestion time

Tickets

Matching

ticket_suggestion_ttl_minuites

After X time, the ticket would be suggested to all other agent's types

Tickets order

Tickets

Prioritiy for the agent

tickets_order_weights

Ticket creation time

Tickets

Prioritiy for the agent

createdAt

User's tier

Users

Suggestion

Intermediate, Super-agents

Determines the agent's type

User's kind

Users

Suggestion

Real, Test

Not in use as a filter

https://docs.google.com/spreadsheets/d/1rmBeh_ArUtnkh6TsNkHSXFKWraJDmEddEB134u9GUL0/edit#gid=0

Assignment logic -

Step

Trigger

Who should be assigned

Status

What if no one accepts the task

Classify

New request from a user

Suggested to COSs with "Classification" certification

New requests ---> Open

Auto-assigned to Online AM's

Waiting for the user

User replied

Suggested to COS

Waiting for user---> Open

Auto-assigned to Online AM's

User was online and replied when the questions were asked

Stays in the COS' queue

Open

Not relevent

Purchase

User selected one of the options

Suggested to COSs with "Purchase" certification

Waiting for user ---> Open

Auto-assigned to Online AM's

COS clicked on "Need help with the purchase"

Suggested to COSs with "Purchase" certification

Open

Auto-assigned to Online AM's

Waiting for 3rd party

Snooze time is over, after a COS snoozed it

Suggested to COSs

Waiting for 3rd party ---> Open

Auto-assigned to Online AM's

Snooze time is over, after an AM snoozed it

Stays in the AM queue

Waiting for 3rd party ---> Open

Not relevent

Snooze time is not over, but the user sent a new message (when the task was snoozed by COS)

Suggested to COSs

Waiting for 3rd party ---> Open

Auto-assigned to Online AM's

Snooze time is not over, but the user sent a new message (when the task was snoozed by AM)

Stays in the AM queue

Waiting for 3rd party ---> Open

Not relevent

Completed / closed task

User sends a new message to a closed / completed task

Suggested to COSs with "Classification" certification

Completed / closed ---> Open

Auto-assigned to Online AM's

Complicated task

User clicks on "Not in my skill's set" button

Auto-assigned to Online AM's

Open

Not relevent

https://docs.google.com/spreadsheets/d/10uH2bBDqoZAGhjWs0NJt1kTt_m93Vryj3YpLqxXCnU4/edit#gid=0

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