Awesome Support Smart Agent Assignment

Description

The Smart Agent Assignment addon automatically distributes new tickets from Awesome Support among the team’s agents, selecting who receives each ticket based on six configurable routing algorithms that consider department, product, working hours, and availability declared by the agent. By default, a ticket goes to the agent with the fewest open tickets, but the manager can override the algorithm for a ticket, bypass routing in specific channels such as Gravity Forms or email, and set up to four time blocks per agent.

Main Features

• Six routing algorithms: choose from strategies that combine department, product, shift, and agent queue, with automatic fallback to the agent with fewer open tickets.
• Agent working hours: each agent can declare up to four time blocks per day, covering up to three breaks per shift and different shifts on each day of the week.
• Department and product assignment: link an agent to one or more departments and products so the agent only receives tickets within their scope of expertise.
• Ticket override: change the algorithm applied to a specific ticket or disable smart routing to use Awesome Support’s built-in round-robin when needed.
• Source channel bypass: prevents the algorithm from running on tickets that arrive via Gravity Forms, email, or other channels, leaving those queues to be handled with their own rules.

Benefits of Smart Agent Assignment

• Balanced team load: prevents one agent from accumulating tickets while others sit idle, distributing volume according to each agent’s open queue.
• Specialty routing: tickets go to the agent who actually handles that product or department, reducing internal transfers and the time to first response.
• Respect for real working hours: no ticket is assigned to an agent outside their working time or during a break, avoiding tickets stuck waiting for someone unavailable.
• Granular exception control: the flags _wpas_bypass_smart_agent and _wpas_smart_agent_algo_override allow customized rules via code when a case falls outside the default.

Who is this for?

• Customer support teams with multiple agents that need to automatically balance the ticket queue.
• SaaS businesses, e-commerce sites, and agencies that segment support by product, brand, or technical department.
• Operations with defined shifts, on-call rotations, or agents in different time zones who rely on declared working hours.

Recommended for users who use Awesome Support as their corporate support hub and want to stop manually distributing tickets, keeping a fair queue aligned with each agent’s specialty and working hours.

Frequently asked questions