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  Article updated: June 06, 2022

Conversation assignment in Sparkcentral

Conversation assignment helps ensure that contacts have a consistent experience when they interact with your team. It also lets agents know which conversations are already being handled.

You can assign conversations manually, or an admin can enable auto-assignment, which assigns conversations to the first agent to respond to a contact. When a conversation is assigned, the agent's or team’s name appears above the Reply box in conversation view.

In the New queue, assignment is indicated by “Waiting on Agent Name”. In the Pending queue, assignment is indicated by “Assigned to Agent Name”. In the Resolved queue, assignment are removed.

Assign a conversation

Select the message you want to assign, select the assignment list above the Reply box, and then search for or select a name.

To release assignment, select Unassigned.

Filter the queue by assignment

You can filter the New and Pending queues by conversation assignment. This gives you visibility into other agents' assignments and helps ensure that conversations don't get overlooked. Select Filter at the top of the queue and point to Assigned to, and then choose one of the following options:

  • Unassigned - All unassigned conversations
  • Assigned to me - Conversations assigned to you
  • Select all - All assigned conversations
  • (Agent Name) - Conversations assigned to one or more selected agents

Unassign when logging out

Admins can enable automatic removal of assignment at logout so that conversations assigned to offline users are automatically unassigned within 2 minutes. To enable or disable this:

  1. Go to Admin settings, expand Routing and automation, and then select Remove assignment.
  2. Select or clear the check box, and then select Save.

Assignment is maintained for all conversations in the Pending queue. However, if a pending conversation is moved to the New queue while the agent is logged off, the conversation is automatically unassigned so it can be picked up by any agent.

 

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