Zendesk Intraday Task Assignment Explained
How does Zendesk assign intraday tasks to agents?
Intraday tasks in Zendesk are automatically assigned based on the users linked to a specific workstream. This means that only users who are considered capable, according to the workstream parameters, will receive these tasks.
The system ensures that tasks are distributed to agents who have the necessary skills and availability to handle them effectively. This automated process helps maintain efficiency and ensures that the right tasks are given to the right agents at the right time. For more details, you can check the originalZendesk help article.
More related questions
What determines an agent's capability for intraday tasks in Zendesk?
An agent's capability for intraday tasks in Zendesk is determined by the workstream parameters. These parameters define the skills and qualifications required for the tasks within that workstream. Agents are automatically assigned tasks if they…
Can I manually assign intraday tasks to agents in Zendesk?
In Zendesk, intraday tasks are automatically assigned based on workstream parameters, and there is no mention of manual assignment in the provided documentation. This automated system is designed to ensure that tasks are efficiently distributed to…
What is a workstream in Zendesk and how does it affect task assignment?
A workstream in Zendesk is a set of parameters that define the type of work and the qualifications needed to perform it. It plays a crucial role in the automatic assignment of intraday tasks. Agents are assigned to workstreams based on their skills…
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