How ticket distribution works – Blip Help Center

Introduction
Attendant Selection and Prioritisation
Ticket Prioritisation
Ticket Sorting
Transfer by attendant

Introduction

Blip Desk ticket distribution always tries to balance the workload among all available attendants. To do this, each ticket to be distributed is sent to an attendant according to a series of criteria.

Please note: The "Transfer tickets even if all attendants in the queue are offline" option within the "General Settings" on the "Attendance" tab of the portal only applies to manual ticket transfers, and not to automatic ticket transfers or distribution.

Attendant Selection and Prioritisation

When a new ticket arrives for distribution, the first thing you must look at is the queue that will be assigned to that ticket. The teams of each attendant can be managed according to this article.

Next is observed the status of each attendant at the time, only those with the status Online will be able to receive the artigle.

And finally, only attendants who have at least 1 available slot will be considered. The slot available is the number of simultaneous services allowed (configured by the attendants screen) minus the number of tickets currently being answered by the attendant.

All attendants who meet these 3 criteria will be able to receive the new ticket available. However, to balance the load of service between the attendants, some criteria are used to choose the most appropriate attendant, among all those who are able.

The first criterion is the number of attendances that the attendant has at the moment. The one who is attending the lesser amount of tickets at the moment will receive the new ticket.

Example 1: Both attendants A and B are able to receive a new ticket, but attendant A is serving 2 tickets at the moment while attendant B is serving only 1. In this case attendant B will receive the ticket because he has the lesser amount of attendances at the moment. In case of a tie, in other words, more than one attendant with the same amount of simultaneous attendances, the one who received a ticket longer ago will be chosen to receive the new ticket.

Example 2: Both attendants A and B are able to receive a new ticket and both have 2 attendances at the moment. Attendant A received his last ticket at 10:45, while attendant B received his last ticket at 10:55 on the same day. In this case Attendant A will receive the new ticket because, although they both have the same number of attendances at the moment, he has not received a new ticket for longer.

TL; DR;

The distribution uses the ticket queue, attendant status and the available slots of the attendant to define who is eligible to receive a new ticket. As a tie-breaker, the number of services in progress is used, followed by who has received the ticket the longest.

Ticket Prioritisation

Tickets are normally prioritised for distribution in the order they are created on the Blip platform, as long as an attendant able to receive them can be found. This means that the first ticket created, if there is an attendant that can receive it, will be the first to be distributed.

However when a ticket is transferred to another queue, it is closed with the status of Transferred and a new ticket is opened for the desired queue. In this case, the new ticket has the same "priority" that the original ticket would have.

Example: There are tickets A and B, created on the platform in this order. If ticket A is transferred, thus creating ticket C, the new ticket C will have priority to be distributed before ticket B, since it was created by a transfer of a ticket that was originally created before ticket B.

[ Ticket "A" | Ticket "B" ] -> [ Ticket "C" | Ticket "B" ]

Sorting tickets

It's now possible to sort open tickets at Blip Desk in two different ways:

Sorting by most recent open ticket: tickets with the most recent open are at the top
(New) Sorting by most recent message: tickets with the most recent message received are at the top

This is a way to give you flexibility in how you want to view your ongoing tickets.

How to activate the new sorting.

Click on preferences:

Check "View new messages at the top" option:

Transfer by attendant

Attention, this is a beta functionality so you must fill in the forms and wait for the queue to return or the functionality to be released.

Previously it was necessary to transfer tickets to a queue, but now you can transfer directly to a specific attendant.

To enable this feature, go to the Service menu, then General Settings and then tick the option Allow direct transfer to specific attendants.

When you transfer a ticket, simply mark the Attendant option, as pictured below, and select which attendant you want