Assignment Requirements

• Agent must be in Available status.
• Applies across all communication channels:
  • Phone
  • Virtual (Video)
  • SMS
  • Chat (Coming Soon!)

What Impacts Assignment

1. Skill Restrictions
   • Certain IVR skills can be restricted to specific agents by the organization.
2. Channel Restrictions
   • Access to specific channels (Phone, Video, SMS) can be restricted per agent.
3. Skill Weights per Agent
   • Agents have a "skill strength" assigned to each skill.
   • If multiple agents are available, the one with the higher skill weight receives the assignment.
     • Skill Weights:
       • 3 - Highest priority (will receive first)
       • 2 - 2nd highest priority (will receive if 3s are unavailable)
       • 1 - 3rd highest priority (will receive if 3s & 2s are unavailable)
       • 0/No Skill - Lowest priority
       • -1 - Cannot receive alerts of that skill type

Assignment Limitations & Rules

📞 Phone or Video Calls

• Maximum: 1 assigned call at a time

💬 SMS Messages

• Maximum: 2 assigned SMS tasks at a time

Mixing Rules

• 1 SMS assigned → Eligible to receive 1 additional SMS
• 2 SMS assigned → Still eligible to receive 1 Phone or Video call
• Phone/Video call in progress → No new SMS assignments allowed
• Never more than 1 Phone or Video call at any time

Summary

• Automatic assignment depends on availability, channel/skill eligibility, and skill weight.
• The system ensures balanced workload with channel-specific limits.
• Assignments are visible in the Active Comms panel once routed.