The Manual Distribution page is designed for analyzing the work of operators handling requests. An employee supervising operators can assess their workload, assign unallocated requests, and reassign requests that are already in progress.
The employee responsible for workload distribution can view:
- All requests that have not been assigned to operators.
- A list of operators and the requests they need to process. For each operator, you can see the number of requests in a specific status.
Assign a request to an operator
To view the list of unassigned requests and determine the operators responsible for them, follow these steps:
- At the top of the page, specify the operator group. This can be a general group of operators or a group created for a specific support level, for example, First Level Operators.
By default, the group specified by the system administrator in the Service Desk Settings directory.
After that, the page will display a list of unassigned requests and the operators included in the selected group.
- Filter the displayed data to identify the least loaded employee:
- To the right of the Operators subtitle, select the parameter by which the list of employees will be sorted: Alphabetically, Least occupied first, or Most occupied first.
- To display information for specific operators only, click the Displayed Employees button, select users, and click Apply.
- To display only requests in a specific status, click the Displayed Statuses button, check the desired ones, and click Apply. For example, you can display only requests that are In progress or On hold.
- Review the filtered data by operators and requests.
The color marker to the left of the request name indicates its priority:
— critical priority;
— high priority; 
— medium priority; 
— low priority.
To go to the request page, click its name.
- Identify the least busy operator and assign unallocated requests to them. To do this, drag the request into the column with the name of the new operator.
After that, the transferred request will automatically be assigned to the operator and change its status to Accepted. The operator will be able to start processing the request..
Analyze operator performance
On the Manual Distribution page, the supervisor can analyze the performance of operators: assess the number and priority of accepted requests for each individual employee.
For example, this may be useful if you need to generate weekly reports on operator performance. In this case, you can filter the lists of operators and requests as described above and view information about subordinates.
This page also helps to redistribute the workload among operators. For example, if one employee is handling many high-priority requests, you can reassign their requests to other users. To do this, drag the request block to another operator.
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