3.24 Manually Assigning an Agent

This article refers to the process of manually assigning an Agent to an Appointment.

Notes:  

• Manually assigning an agent to an appointment will override the agent's shift availability.
• The agent will still need to accept the appointment within 60 minutes of the manual assignment. If not accepted, the appointment will go back into a 'round-robin' assignment flow.
• Confirm agent is assigned in the Appointment pop-up as well as within the "View Details" section of the appointment.

Manually Assigning an Agent

1. In the Appointments page, click on an Appointment in the calendar.

2. Click the View Details button in the bottom right hand corner of the popup.

3. In the Appointment Details page, click on the Assign Agent button in the top righthand corner of the page.

4. You will see a popup in the middle of the page. Click on the dropdown menu inside the popup and select the Agent that you want to assign to the Appointment. Click Assign.

• Alert if Hub contains Agents who have not created a password

• Toggle to show only assignable Agents (default) OR show all Agents assigned to the Hub

• If Agent is not assignable, they will appear grayed out below the assignable Agents with a "Verification Required" label

5. You should now be able to click on the Appointment again in the calendar and see the Agent that you added in the Appointment Summary popup.