Setup Queue, Workflow, and SLA

How to setup up Queue, Workflow Auto Assign, and SLA Target

1. Introduction

This guide provides step-by-step instructions on how to set up a queue, configure workflow automation, and establish Service Level Agreements (SLA) in klink.cloud.

2. Setting Up a Queue

A queue is a group of team members who handle customer conversations from various channels and regions. Follow these steps to set up a queue:

Steps:

  1. Navigate to Queue Settings

    • Go to Settings.

    • Click on Queue Settings.

  1. Create a New Queue

  • Click Create Queue.

  • Enter a Queue Name (e.g., Tech Support, Sales Support, Local Support).

  • Assign a Queue Manager (e.g., Team Lead for the support team).

  • Add team members to the queue.

  1. Set Up Auto Assignment

  • Configure Automatic Assignment based on agent availability.

  • Set the maximum number of cases per agent (e.g., 10 or 15 cases per agent).

  1. Create Queues for Different Purposes

  • Example:

    • Tech Support Queue for handling technical inquiries.

    • Sales Queue for handling pricing, quotations, and demos.

    • Localized Queue (e.g., Thai Support) for specific languages or regions.

3. Configuring Workflow Automation

Workflow automation routes conversations to the appropriate queue based on predefined rules.

Steps:

  1. Go to Workflow Automation

    • Navigate to Settings.

    • Click on Workflow Automation.

  1. Create a New Workflow

  • Click Create Workflow.

  • Name the workflow (e.g., Tech Support Workflow).

  • Set the Trigger Condition (e.g., when a customer sends a message).

  1. Define Workflow Rules

  • Choose conditions based on message type, issue category, or channel.

  • Example conditions:

    • If a message is received via Telegram, route to the Tech Support Queue.

    • If a conversation is about pricing, route to the Sales Queue.

  1. Assign to a Queue

  • Under Assign Agent, select Queue Assignment.

  • Choose the appropriate queue (e.g., Tech Support Queue).

  1. Enable and Save the Workflow

  • Click Enable and Save the workflow.

Now, all incoming messages matching the criteria will be automatically routed to the designated queue.

4. Setting Up SLA (Service Level Agreement)

SLAs define response and resolution times for customer inquiries.

Steps:

  1. Go to SLA Settings

    • Navigate to Settings.

    • Click on SLA Setting.

  3. Create a New SLA

    • Click Create SLA.

    • Name the SLA (e.g., Tech Support SLA).

    • Define Target Conditions (e.g., for a specific channel like Telegram).

  1. Set SLA Targets

  • First Response Time: Set the maximum time for the first reply (e.g., 5 minutes).

  • Resolution Time: Define the timeframe for resolving the issue (e.g., 1 hour).

  1. Save and Apply the SLA

  • Click Save.

  • The SLA will now be enforced for all relevant conversations.

5. Testing and Monitoring

To test the setup:

  1. Send a message from a customer account (e.g., via Telegram).

  2. Check if the message is routed to the correct queue.

  3. Ensure that an agent is assigned automatically.

  4. Verify SLA compliance in the conversation logs.

  5. Review the case details (e.g., response time, resolution time).

6. Conclusion

By following these steps, you can efficiently manage queues, automate workflows, and ensure SLA compliance in klink.cloud. If you need further assistance, reach out to support or sign up for a free trial.

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