{"id":24460,"date":"2020-05-01T06:53:13","date_gmt":"2020-05-01T05:53:13","guid":{"rendered":"https:\/\/www.topdesk.com\/en\/?p=24460"},"modified":"2025-08-05T17:47:08","modified_gmt":"2025-08-05T16:47:08","slug":"automatic-call-assignment","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/en\/blog\/automatic-call-assignment\/","title":{"rendered":"Automatic Call Assignment Service"},"content":{"rendered":"

One of the charms of service automation is that it automates tasks that are simple, repetitive, and often pretty boring. TOPdesk\u2019s new Automatic call assignment feature helps you automate a part of your incident management<\/a> process, freeing up your team\u2019s time for more interesting work.<\/p>\n

Who benefits from the automatic assignment feature?<\/h3>\n

Operator groups that handle a high volume of straightforward, quick-to-resolve tasks are ideal candidates. Especially in teams where a dispatcher would otherwise need to manually assign tickets, automatic assignment can save time, streamline workflows, and ensure tasks are picked up faster. This way, the responsibility of task assignment is lifted from the dispatcher, allowing them to focus on more valuable work\u2014while still retaining oversight through familiar platforms and stepping in when needed.<\/p>\n

For who is this feature relevant?<\/h3>\n

The automatic assignment feature is mainly interesting for two types of teams:<\/p>\n

    \n
  1. Dispatchers within operator groups<\/strong>.\u00a0This feature would lighten the load for dispatchers who manually assign incidents in operator groups to specific operators. With the automatic assignment feature, the assignment task is taken off of the dispatcher who can spend their time on other, more valuable tasks. At the same time,\u00a0dispatchers\u00a0can still monitor the\u00a0workload via the usual functionalities, such as reports, selections and overviews\u00a0and intervene when necessary.<\/li>\n
  2. Operator groups without a dispatcher<\/strong>. Many organizations don\u2019t have a dispatcher: operators regularly check which new incidents have been assigned to their group and assign it to themselves.\u00a0What might be a\u00a0problem here is that it can take a while before an incident is picked up by an operator. Automatic assignment of incidents decreases duration and response time for incidents.\u00a0Also,\u00a0it makes sure that everyone gets their fair share of simple, complex, fun and boring tasks.<\/li>\n<\/ol>\n

    What does the feature do?<\/h3>\n

    The feature automatically assigns first line incidents that are put onto an operator group to a specific operator. Here\u2019s how it works on a technical level:<\/p>\n

    An automatic assignment is available for first line incidents. When enabled, the feature will allow you to set automatic assignment per operator group. TOPdesk will scan these groups every minute to check if there are assignable incidents, and also check if there are available operators. TOPdesk will then assign incidents to available operators, and will keep doing this until all assignable incidents have been assigned.<\/p>\n

    What do we mean by \u2018assignable\u2019 incidents?<\/h3>\n

    \u2018Assignable\u2019 incidents are all first line incidents that are:<\/p>\n

      \n
    • Assigned to a group for which auto-assignment has been enabled.<\/li>\n
    • Not closed.<\/li>\n
    • Not yet assigned to an operator.<\/li>\n<\/ul>\n

      What do we mean by \u2019available\u2019 operators?<\/h3>\n

      An operator will be considered \u2018available\u2019 when:<\/p>\n

        \n
      • They are members of an operator group for which auto-assignment has been enabled.<\/li>\n
      • They have the task \u2018first line incident operator\u2019 checked on their operator card.<\/li>\n
      • They have read and write permissions on first line incidents.<\/li>\n<\/ul>\n

        How does TOPdesk decide which operator to assign an incident to?<\/h3>\n

        TOPdesk follows a \u2018round robin\u2019 principle for assigning incidents. It assigns an assignable incident to the\u00a0 first available operator of the operator group, the second incident to the second available operator, and so forth. When all operators have been assigned an incident, the next incident will be assigned again to the first operator.<\/p>\n

        When automatically assigning incidents, \u2013 it does not take into account priority, or filters for branch, category or operator.<\/p>\n

        How does this affect operators who are members of multiple groups?<\/h3>\n

        To ease the workload on operators who belong to multiple operator groups, we have added a limiting option to the feature. This option allows you to set the maximum number of incidents that can be assigned to operators of a group.<\/p>\n

        How to enable automatic assignment?<\/h3>\n

        The feature automatic assignment can be enabled under Settings<\/strong> > Module Settings<\/strong> > Call Management<\/strong> > First line calls<\/strong>.<\/p>\n

        For each operator group for which you wish to enable automatic assignment, you enable it on the Operator group card.<\/p>\n","protected":false},"excerpt":{"rendered":"

        One of the charms of service automation is that it automates tasks that are simple, repetitive, and often pretty boring. TOPdesk\u2019s new Automatic call assignment feature helps you automate a part of your incident management process, freeing up your team\u2019s time for more interesting work. Who benefits from the automatic assignment feature? Operator groups that<\/p>\n","protected":false},"author":379,"featured_media":39864,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-24460","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":"","toc_display":"full","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"\nAutomatic Call Assignment with TOPdesk: Smarter Service<\/title>\n<meta name=\"description\" content=\"Discover how automatic call assignment with TOPdesk can streamline your service desk. 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