Free your team from countless hours of manually assigning tickets.
- Automated ticket assignment
- Right tickets, right agent, right time
- Improve your SLAs
Choose the routing model that works best for your workflow.
Evenly distribute ticket load. Automatically push tickets to available agents.
- Use a round-robin model or route to the least loaded agents first
- Set up and prioritize queues
- Agents can make themselves available by updating their status
- Supervisors can manage their team’s availability
Flexible and highly scalable. Agents pull the right tickets into their inbox by clicking on the Playlist button.
- Create rules to prioritize tickets based on a hierarchy of views
- Assign different rules to different team members
- Apply skills-based routing
- Control the number of tickets assigned at once
As a manager, you can also...
- Avoid overloading agents by setting an inbox limit
- Sort for oldest tickets by requested date (first in, first out) or SLA
- Allow specific agents to manage app settings and rules
- Report on app usage
Try it for free today! Watch the demo
Contact us if you have any questions or would like to learn more.
To start your 14-day free trial, simply install the app and enter your payment information. You won't be charged until the end of your trial.
Once installed, open up Playlist settings (P icon located on the left navigation bar) to complete setup.
App tags: round-robin, omni-channel, load balanced, evenly distribute, skills-based routing, triage, guided mode, scheduling, inbox, escalations, queues, groups, first response, SLAs, service level agreement, prioritization, cherry-picking, workflow, productivity