Move to Unassigned Action
This action sets the chat status to Unassigned. It’s useful if you have Smart Assignment active and want to manage all chat requests through the Unassigned queue.
How Smart Assignment Works
Section titled “How Smart Assignment Works”When you have the Smart Assignment option active, all chat requests in the Unassigned status (aka put in the Unassigned queue) will be delivered to Agents in a FIFO (First In, First Out) way based on the chat request’s creation time.
Agent Assignment Options
Section titled “Agent Assignment Options”If a user is in a flow with a chatbot, you have many ways to assign it to the respective agent when this moment comes:
Direct Assignment via Agent Handoff
Section titled “Direct Assignment via Agent Handoff”One way is through the Agent Handoff Action. This Action will find an available agent based on the Agent’s availability status. This means that the Agent Handoff will do its best to assign the request to an agent that is both:
- In the available status
- With a number of assigned chats (aka chat requests) under the Maximum chats option of the Smart Assignment section
Preferred Approach with Smart Assignment
Section titled “Preferred Approach with Smart Assignment”When Smart Assignment is active, it’s generally preferable to not try the approach of directly assigning a chat to an agent. It’s better to directly put the incoming chat in the Unassigned queue and let the Smart Assignment module (if active) dequeue the chats and assign them to available agents based on the arrival (creation) time.
Benefits of Using Move to Unassigned
Section titled “Benefits of Using Move to Unassigned”Fair Distribution
Section titled “Fair Distribution”Ensures that chat requests are distributed fairly among available agents based on arrival time.
Queue Management
Section titled “Queue Management”Provides better visibility and control over pending chat requests.
Load Balancing
Section titled “Load Balancing”Automatically balances workload across available agents without manual intervention.
Consistent Service
Section titled “Consistent Service”Maintains consistent service levels by following FIFO principles.
When to Use Move to Unassigned
Section titled “When to Use Move to Unassigned”Smart Assignment Workflows
Section titled “Smart Assignment Workflows”When you want to leverage the Smart Assignment system for optimal agent distribution.
Queue-Based Support
Section titled “Queue-Based Support”When implementing a support system that requires proper queuing and fair distribution.
High-Volume Environments
Section titled “High-Volume Environments”In busy environments where multiple agents need to handle incoming requests efficiently.
Department-Specific Queues
Section titled “Department-Specific Queues”When you want to maintain separate queues for different departments or specialties.
Implementation Best Practices
Section titled “Implementation Best Practices”1. Enable Smart Assignment First
Section titled “1. Enable Smart Assignment First”Ensure Smart Assignment is properly configured before using this action.
2. Set Appropriate Chat Limits
Section titled “2. Set Appropriate Chat Limits”Configure maximum chat limits per agent to prevent overload.
3. Monitor Queue Performance
Section titled “3. Monitor Queue Performance”Regularly check queue metrics and agent response times.
4. Provide Queue Position Updates
Section titled “4. Provide Queue Position Updates”Keep customers informed about their position in the queue.
5. Set Realistic Expectations
Section titled “5. Set Realistic Expectations”Communicate expected wait times to users.
Integration with Other Actions
Section titled “Integration with Other Actions”Condition Actions
Section titled “Condition Actions”Use conditions to determine when to move chats to unassigned:
If peak_hours = true → Move to Unassigned
If agent_availability = low → Move to UnassignedIf Online Agent
Section titled “If Online Agent”Check agent availability before deciding on assignment method:
If agents_online → Direct assignment
Else → Move to Unassigned for queue processingReply Actions
Section titled “Reply Actions”Inform users about queue status and expected wait times.
Smart Assignment Configuration
Section titled “Smart Assignment Configuration”Key Settings
Section titled “Key Settings”Maximum Chats per Agent: Controls how many simultaneous chats each agent can handle.
Assignment Algorithm: FIFO ensures fair distribution based on arrival time.
Agent Availability: Only assigns to agents marked as available.
Department Filtering: Can be configured to respect department boundaries.
Monitoring and Analytics
Section titled “Monitoring and Analytics”Queue Metrics to Track
Section titled “Queue Metrics to Track”- Average wait time: How long users wait in the unassigned queue
- Queue length: Number of pending requests at any time
- Agent utilization: How effectively agents are being utilized
- Response time: Time from assignment to first agent response
- Abandonment rate: Users who leave the queue before being served
Performance Indicators
Section titled “Performance Indicators”- Shorter wait times indicate good agent availability
- High queue lengths may indicate need for more agents
- Low agent utilization suggests over-staffing or inefficient routing
Troubleshooting Common Issues
Section titled “Troubleshooting Common Issues”Long Wait Times
Section titled “Long Wait Times”- Increase agent staffing during peak hours
- Review maximum chat limits per agent
- Optimize bot flows to resolve more issues automatically
Queue Backlog
Section titled “Queue Backlog”- Monitor real-time queue status
- Implement priority routing for urgent issues
- Add more agents or extend working hours
Uneven Agent Distribution
Section titled “Uneven Agent Distribution”- Verify Smart Assignment settings
- Check agent availability status
- Review department configurations
Advanced Use Cases
Section titled “Advanced Use Cases”Priority Queue Implementation
Section titled “Priority Queue Implementation”Combine with condition actions to implement priority queues:
If customer_tier = "VIP" → Priority assignment
Else → Move to Unassigned (standard queue)Overflow Management
Section titled “Overflow Management”Use as fallback when direct assignment fails:
Agent Handoff → If successful: Direct assignment
If failed: Move to UnassignedDepartment-Specific Queues
Section titled “Department-Specific Queues”Route to different unassigned queues based on inquiry type:
Sales inquiry → Sales unassigned queue
Technical issue → Technical unassigned queueThe Move to Unassigned action is essential for implementing fair, efficient queue management in Pingstreams, especially when combined with Smart Assignment to ensure optimal distribution of chat requests among available agents.
For more information about Smart Assignment configuration and queue management best practices, contact our support team or explore our comprehensive Pingstreams documentation.