Assignments

Connect customers with the right agent, every time

Set up assignment rules to efficiently manage agent workload based on capacity, skills and language.

Go live in 72 hours. Zero cost trial
Go live in 72 hours. Zero cost trial
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assignment
skill based
SKILL BASED ROUTING

Eliminate cherry picking. Get the best person for the job

Setup rules based on language, location, type of inquiry and agent capacity to maximize agent productivity and reduce response times.

assignment
ASSIGNMENT TYPES

Workload distribution best suited for your contact center

Choose how you distribute queries between available agents. Choose between round robin or based on agent’s available capacity.

channel priority
CHANNEL PRIORITY

Respond faster to chat-like channels

Set aside separate capacity to customers coming via channels like live chat, sms and dms where customers expect immediate replies.

“The self-service rates easily surpass the rates we have seen with other popular tools. We’ve automated 60% of tickets coming via our website, help center and live chat.”

Alice Warren, VP of Customer Intelligence
Assignments
AGENT CAPACITY

Balance agent workload

Set agent capacity per channel. Effeciently distribute workload between available agents.

Explore other capabilities

Multichannel

Manage email, live chat, sms, phone and social media from one place.

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shapes
Agent Console

Resolve tickets faster with order data and personalized customer data inside the inbox.

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user
Assignments

Connect customers with the right team and agent.

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shapes
Automations

Automate all redundant work and spend time where it matters.

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Reporting & Analytics

Insights like revenue from support, speed of resolution, popular topics, CSAT, agent performance and more.

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Customer Timeline

Get a unified view for all order, conversations and website visit history

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NO PAYMENTS & ZERO EFFORT

From demo to live in 1 week

Find out how Richpanel can drive down tickets, reduce agent workload and help you get more sales through customer service.

Schedule a demo today and have our team walk you through the platform. For a test drive of Richpanel, we’ll set up everything during your trial period- including self-service flows, automation rules and assignment logic.