Application 2.0 Beta Queue: Assigning Applications to Agents

❗️ The PII data in this article is fake, for demonstration purposes

Similar to the Review Queue for standalone (non-Journeys) evaluations, the Application Queue is where agents find and 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 the efficient assignment of 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 bulk action at the top of the table 
  
   

1. Select The Application you would like to bulk assign 
2. Click on the Assign option in the bulk menu

This will launch the assignment modal where you can select an assignee 

Auto Assignment

Auto assignment of applications increases efficiency for clients that have larger teams and/or 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, any time a Journey Application requires a Review, it will automatically be assigned to the agent with the least number of applications assigned to them.