An assignee is a responsible agent to each user's request. It is possible to distribute requests to agents in EddyDesk:
- With the help of automation tools;
- Independently, in the general list of requests and on the work panel of the request.
The option of choosing the assignee depends on the peculiarities of the organization business process. Examples:
- Each specialist can have no more than three dialogs at a time. As soon as one is completed, the next one is immediately assigned to them, and so on.
- The request must be transferred to a colleague from another department;
- The manager of the customer support department must select the assignee;
- Operators do not see other requests except the ones assigned to them.
Thanks to this field, it is possible to evaluate the efficiency of agents in EddyDesk analytics section.