Application Queue: Assigning Applications to Agents

❗️ PII data in article is all fake for demonstration purposes

Similar to the Review Queue for non-Journeys evaluations, the Application Queue is where agents action Journey Applications that require a Review. This article highlights two key features of the Application Queue, bulk assignment and auto assignment. These features improve the agent experience and allow for efficiency at scale when assigning Journey Applications.

Bulk Assignment

Bulk assignment allows agents to assign multiple applications at a time to either themselves or other agents, depending on their role and permissions. 

The screenshots below show the respective permissions an agent must have to use this feature.

• Agent can assign/un-assign Journey Applications Manually
• • To themselves
  • To everyone

Once the desired permissions are in place, an agent can bulk assign Journey Applications by following these steps:

• In the Application Queue, select the check box for one or more Journey Applications.
• Click the Assign drop-down, then select the name of an agent.

Auto Assignment

Auto assignment of applications increases efficiencies for clients that have larger teams with multiple departments. This feature evenly distributes applications across all agents with permission to review Journey Applications.

The screenshots above show the permission needed to utilize auto assignment.

• Agent can be auto assigned Journey Applications

Once this permission is enabled, anytime a Journey Application requires a Review, it will automatically be assigned to the agent with the least number of applications assigned to them.