How ticket distribution works

The Blip Desk ticket distribution always tries to balance the attendance load among all available attendants. For this, every ticket to be distributed is sent to an attendant according to a series of criteria.

Selection and prioritization of attendants

When a new ticket arrives to be distributed, the first point to be observed is the team that will attend to this ticket.

Then the status of each attendant is observed at the moment, only those with Online status will be able to receive the ticket.

Finally, only attendants who have at least 1 slot available will be considered. The available attendance slot is the number of simultaneous attendances allowed (configured by the attendant's screen) minus the number of tickets in attendance at the moment by the attendant.

All attendants who meet these 3 criteria will be able to receive the new ticket available. However, to balance the service load among 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 calls at the moment the attendant has. Whoever is attending the least amount of tickets at the moment will receive the new ticket.

Example: Both attendants A and B are able to receive a new ticket, and attendant A is currently attending 2 tickets while attendant B is attending only 1. In this case attendant B will receive the ticket because he has the lowest number of calls at the moment.

In the event of a tie, that is, more than one attendant with the same number of simultaneous attendances, the one who received the ticket the longest will be chosen to receive the new ticket.

Example: 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 attendance at 10:55 on the same day. In this case, attendant A will receive the new ticket because, despite both being the same number of calls at the moment, he has been without a new ticket for a long time.

TL; DR;

The distribution uses the ticket staff, attendant status and the attendant's available slots to define who is eligible to receive a new ticket. As a tiebreaker criterion, the number of calls in progress is used, followed by who received the ticket the longest.

Prioritizing tickets

Usually tickets are prioritized to be distributed in order of creation within the Blip platform, as long as it is possible to find an attendant able to receive it. This means that the first ticket to be created, if there is an attendant who can receive it, will be the first to be distributed.

However, when a ticket is transferred to another team, it is closed with the status of Transferred and a new ticket is opened for the desired team. In this case, the new ticket has the same "priority" as 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, as it was created by transferring a ticket that was originally created before ticket B.

[Ticket "A" | Ticket "B"] → [Ticket "C" | Ticket "B"]