Round Robin Assignment is a unique feature that helps businesses automatically assign Webchat messages to agents based on their availability. This ensures no message falls through the cracks and conversations are assigned fairly among a team. Agents can update their status as 'Active' or 'Away' in their profile, and chats will only be assigned to those marked as available.
Key Benefits of Round Robin Assignment
Fair Distribution: Messages are evenly assigned to available agents.
Enhanced Efficiency: Ensures only active agents receive chats, reducing response time.
Customizable Availability: Agents can set their status as 'Active' or 'Away.'
This is applicable only to Chatbot interactions that are assigned to specific users in a round-robin manner (not applicable to other interactions from Social).
How to set your status
Follow these steps to update your availability:
Log into the dashboard using your credentials.
Click on your 'initials or profile picture' in the top-right corner.
Select either 'Set yourself away' or 'Set yourself active' to update your status accordingly.
IMPORTANT:
If a user forgets to mark themselves away, the chats are getting assigned to them. Hence, managers (user roles - owners & admins) can update the status on behalf of an employee.
Users with roles - Owner & Administrator, to be able to mark all other users’ status as "Available" or "Away" from the UI.
ADDITIONAL INFORMATION:
This feature functions for users of a single team where Round Robin (RR) is enabled. It is important to ensure that all business users for whom RR is required are part of the same team.
Round Robin will assign the conversations to the members of the RR team when a conversation is received through the Chatbot, and:
There is no team dropdown on the widget, or
The dropdown is present, but the customer does not select any member from it.
However, if RR is enabled and the website visitor selects a team during the pre-chat form, then the conversations/interactions are assigned to that selected team and not to the members of the RR team.
NOTE:
Round Robin Assignment is also available on the mobile app, so agents can manage their status on the go.
If you want to enable the Round Robin Assignment feature, contact the support team at support@birdeye.com.
By leveraging Round Robin Assignment, you can optimize your team’s performance and ensure an outstanding customer experience.