❗️ PII data in an article is all fake for demonstration purposes
Users with the appropriate permissions can assign Journey Applications to themselves or other agents from the Application Queue. Assigning applications helps prevent duplicate work and provides an audit trail of reviewer history.
When the feature is available for your account, an Assign option appears in the upper-right corner of an individual Journey Application. The agents and assignment options available to you depend on the permissions configured for your role.
The available assignment options depend on your role permissions:
Agent can view the Application Queue allows you to access the Application Queue.
Agent can assign/un-assign Journey Applications Manually: To themselves allows you to assign applications to yourself.
Agent can assign/un-assign Journey Applications Manually: To everyone allows you to assign applications to yourself or other agents.
Assigning Applications to Agents
Open the Application Queue.
Select the Journey Application you want to assign.
Click Assign in the upper-right corner of the application.
Search for an agent or scroll through the list of available agents.
Select the agent who should review the application.
After an agent is assigned, the agent’s name appears on the assignment button in place of Assign. The Review button becomes available once an agent is assigned.
To remove an assignment, open the assignment control and use the available unassign option. The ability to assign or unassign applications is controlled by the manual Journey Application assignment permissions above.
Auto-Assigning Applications
Applications can be automatically assigned when they require a review. Auto-assignment distributes applications among agents who are eligible to review Journey Applications, generally assigning each new application to the eligible agent with the fewest assigned applications.
To enable auto-assignment:
Go to Settings > Roles.
Open the role you want to update and edit its permissions.
Enable Agent can be auto assigned Journey Applications.
Assign the role to each agent who should be eligible for auto-assignment.
Once the permission is enabled, a Journey Application that requires a review is automatically assigned to an eligible agent with the fewest assigned applications. Agents must also have the access required to view and review the applicable Journey Applications.