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Work on routed assignments

When you’re available, there are two ways that you can start working on Customer assignments:

  1. Work that is automatically assigned to you
  2. Work that you request through the Next button

Automated work

Let’s start with automated assignments. You might be familiar with seeing this when you first go available for Voice, as an example, in Gladly:

This is a Voice call that’s being routed to the available Agent. The Agent didn’t need to request the work because it’s automatically pushed to them as an available Agent that is a match for this Customer.

Click each tab to explore how work is automatically distributed to Agents in each Channel:

  • Voice
  • Messaging
  • Mail + Tasks

Phone calls will always automatically route as long as you are available in the Voice Channel and there are calls waiting.

Social messages, SMSes, or chats route automatically up to Standard Messaging Capacity configured by Administrators. For example, if your Capacity for Messaging is set to 3, then you’ll automatically receive work until you have 3 active Messaging Conversations assigned to you.

An email or Task item (if there’s any waiting) waiting will automatically route to you upon first going available in the Mail + Task Channel.

Requested work

Whether you’re working quickly or you’re waiting on Customer responses, you may find situations where you want to receive additional Customer work. In these situations, you can request more Customer work using the Next button.

There are two ways to receive new Customers, to assist in Gladly. You can:

  1. Click the Next button adjacent to the Availability Controls.
  2. Click the Next or Close & Next button adjacent to Topics. 

Customers routed or manually assigned to you will appear in your My Customers list.

While the primary purpose of the Next button is to request the next Customer to assist, how Gladly routes the next Customers depends on which Next button you click.

Use the clickable graphic below to see how Gladly will deliver the next Customer to you:

Click on the interactive icons in the image below to learn more.

Tip – Get to know the ‘Close’ and ‘Close & Next’ buttons
You may see Next, Close & Next, or End & Close as the default buttons, depending on the Channel you’re helping the Customer in. See the Next and Close & Next Buttons Behaviors help doc to learn more.

Use the context of your Conversation with the Customer to determine when you should use a particular button to move to the next Customer. To get some practice with realistic scenarios, use the clickable graphic below to walk through using the Next button:

Click on the interactive icons in the image below to learn more.

Note – The Next button adjacent to Topics
While you can use the Next button adjacent to the Availability Controls to receive Customers, if you’d like to keep a Conversation open but work on the next Customer, you can also use the Next button adjacent to Topics.

When doing this, make sure you aren’t accidentally clicking Close & Next. Once you click Next here, you’ll receive Customers already assigned to you until all of them are helped.

Stop receiving new Customer work

The above scenarios all focus on how to help the next Customer. But what about when you’re done with a Customer, but you aren’t ready to move to the next Customer? For example, maybe you need some extra time to leave a Note or create a Task.

You have several options to stop receiving new Customer work:

  • If you remain available on any Channels, you can decline new requests being sent to you. Declining incoming requests will stop Gladly from routing requests to you, but this could impact your Availability-related metrics.
  • Toggle your Availability status to make yourself unavailable.
  • Click Close in the bottom right corner of the Customer Profile screen by clicking the up caret icon. Clicking Close without the “& Next” will close your Conversation without moving you to the next Customer. Note that you can still receive new Customers through automated routing.

Great work! We’re done with the basics of routing. Now, let’s take a closer look at how each Channel handles routing to Agents.