Introduction

Standard contact routing in LoftyWorks works when a brand new contact reaches the CRM and then the contact routing rule kicks in and sends it to a specific assignee. This "Reassignment Groups" feature, however, is different because it is intended to route contacts that have already been in the system, not new ones. 

To learn more about contact routing for new contacts as they enter the CRM, please see Contact Routing Rules.

Summary

• Setting Up Reassignment Groups
• Using Reassignment Groups
• Permissions

Setting Up Reassignment Groups

First, navigate to Company Settings > Contact Settings > Reassignment Groups. Users with the contact distribution permission (see Permission Profiles) can edit these reassignment rules. Click on + Add New to add a new reassignment group. There is currently no limit to the number of reassignment groups that can be created.

Give the reassignment group a name. This will be the name that is used to choose this specific group when doing the assignment. 

Choose the assignees for this re-routing group. These are the agents that will be included in the Reassignment rule. These can be set per individual.

Next, choose the default assignee. This will be the individual who gets the contact if no one in the distribution list claims it.

Finally, select the contact distribution method. These are the same as regular Contact routing rule logic.

Using Reassignment Groups

Now that the reassignment groups have been created, you can use them.

*IMPORTANT:

• The action of actually triggering distribution to a reassignment group can only be done manually at present. 

Navigate to a contact profile page and select the primary agent role

Next, choose which reassignment group you would like to send the contact to:

You will see a confirmation message and will want to click YES if you would like to trigger the reassignment group distribution:

The primary agent role will show Re-Assign in progress until the contact is assigned to the agent via Reassignment Group rules. You will be unable to edit the assignee for this primary agent role while reassignment is in progress.

Once the contact has been reassigned, per the Reassignment Group rule, OR the contact has been assigned to the default assignee, a timeline record will be documented on the contact profile that looks like this one:

If a new user is added to or removed from the Reassignment Group, the assignments will continue without resetting. The current assignment round will complete, to ensure that everyone is getting the appropriate amount of contacts.

Permissions

The display of reassignment groups looks like this: 

Only users with the right admin permissions can edit reassignment groups. 

• "Contact Routing Rule Management" permission is required.

Learn More:Permission Profiles

Questions?

If you have any questions about this topic or anything else, please get in touch with our Support Team. You can email us at <Support@LoftyWorks.com> or call us on +44 330 321 3500.