Kirti Kote

Work Sample: Configuring Business Hours in Zoho Desk Defining Business Hours Business Hours in Zoho Desk are the working hours during which the support team is actively available to handle tickets. This ensures that ticket response and resolution times align with operational hours, providing accurate metrics.  Example: If a ticket is received at 8:00 AM and business hours begin at 9:00 AM, the response time calculation starts at 9:00 AM. Difference Between Business Hours and Calendar Hours Aspect Business Hours Calendar Hours Coverage Limited to specific working hours, such as Tracks time continuously, 24/7, without Mon–Fri, 9 AM–6 PM. regard to team availability. Ticket Tracking Tickets are tracked only during defined working hours. Applicability Ideal for teams with fixed schedules and Suitable for 24/7 operations or global non-24/7 availability. support teams. Impact on SLA Metrics Ensures realistic tracking of response/resolution times. Tickets are tracked across all hours, including nights and weekends. Can result in unrealistic SLA breaches for non-working hours. Task: Configure Business Hours for Mon–Fri, 9 AM–6 PM 1. Access Zoho Desk Setup Log in to Zoho Desk and navigate to Setup > Business Hours. 2. Define Custom Hours o Add or edit business hours. o Set working hours as Monday to Friday, 9 AM–6 PM. o Ensure weekends (Saturday and Sunday) are left blank. 3. Save and Apply Save the configuration to align ticket tracking with operational hours. This setup optimizes ticket tracking and ensures service metrics are measured accurately within working hours. Work Sample: SLA Compliance Based on Business Hours Scenario: A ticket was raised on Friday at 5 PM. Will it breach a 24-hour SLA by Monday at 10 AM if business hours are Monday–Friday, 9 AM–6 PM? Analysis: 1. Ticket Submission: Friday at 5 PM. 2. Remaining Hours on Friday: Only 1 business hour remains (until 6 PM). 3. Weekend Pause: SLA clock pauses on Saturday and Sunday (non-business days). 4. Clock Resumes: SLA countdown continues at 9 AM on Monday. 5. Final Calculation: o 1 hour counted on Friday. o 23 hours remain, starting from Monday at 9 AM. o By Monday at 10 AM, the SLA has not been breached, as 23 hours are still within the SLA limit. Conclusion: The 24-hour SLA is based on active business hours. Since weekends are excluded, the SLA remains compliant by Monday at 10 AM. Work Sample: Configuring Assignment Rules in Zoho Desk Definition Assignment Rules in Zoho Desk automate ticket routing to ensure efficient distribution among agents. They streamline operations by assigning tickets based on predefined criteria, enhancing response time and accuracy. Direct Assignment This rule assigns specific types of tickets directly to designated agents, bypassing other distribution methods like round-robin. Best Use Case: When certain agents specialize in specific issues, such as technical support or billing queries. For example, a rule named "Support" ensures all support-related tickets are routed directly to the support team. Advantages:  Ensures tickets are handled by the most qualified agents.  Reduces delays in ticket resolution. Steps to Configure: 1. Navigate to Automation > Assignment Rules. 2. Select New Direct Assignment. 3. Define criteria (e.g., ticket type: "Support"). 4. Assign tickets to a specific agent or team. 5. Save and activate the rule. This setup ensures specialized queries are addressed efficiently by the right agents. Configuring Round-Robin Assignment in Zoho Desk Overview Round-robin assignment ensures efficient ticket distribution across agents, balancing workload and leveraging expertise. It offers three modes tailored to various scenarios: 1. Load-Based Assignment Tickets are distributed based on a maximum limit per agent. Use Case: Prevent agents from being overloaded. Example: If the limit is 10 tickets, the first agent to log in gets 10 tickets. Remaining tickets stay unassigned until others log in. 2. Sequential Assignment Tickets are distributed in a repeating order among agents. Use Case: Ensures balanced workload distribution. Example: Tickets are assigned to Agent 1, Agent 2, Agent 3, and Agent 4 sequentially, cycling back to Agent 1 once all agents have received a ticket. 3. Skill-Based Assignment Tickets are routed based on agent expertise. Use Case: Matches tickets to the most qualified agent. Example: "Refund" tickets go to agents with refund expertise, while "Technical Support" tickets are assigned to agents skilled in tech support. Steps to Configure Round-Robin Assignment 1. Navigate to Automation > Assignment Rules. 2. Select New Round-Robin Assignment. 3. Choose a mode (Load-Based, Sequential, or Skill-Based). 4. Define criteria and assign tickets accordingly. 5. Save and activate the rule. This ensures tickets are routed efficiently, optimizing agent productivity and customer satisfaction. Add Rule Name-> Click on Add Target-> Select Criteria-> Select type e.g. Load Based Assignment-> Assign ticket to agent as shown below and save changes. Work Sample: Configuring and Comparing Assignment Rules in Zoho Desk Understanding Assignment Methods 1. Round-Robin Assignment: Tickets are distributed evenly among agents based on predefined patterns: o Load-Based: Limits the maximum tickets per agent. Example: If the limit is 10 tickets, Agent 1 receives 10 tickets upon logging in. If there are 15 tickets, 5 remain unassigned until another agent logs in. o Sequential: Assigns tickets in a repeating order across agents. Example: For 4 agents, Ticket 1 goes to Agent 1, Ticket 2 to Agent 2, and so on. The fifth ticket circles back to Agent 1. o Skill-Based: Matches tickets to agents with specific expertise. Example: Refund-related tickets are routed to agents specializing in "Refunds," while technical issues are assigned to "Tech Support" specialists. 2. Direct Assignment: Assigns specific tickets directly to designated agents, bypassing round-robin methods. Example: All tickets tagged "Support" are routed to a specialist, ensuring priority handling. Practical Configuration: Assigning Tickets to Technical Support Scenario: Assign tickets for "Technical Support" to the agent with the least load. Steps to Implement: 1. Navigate to Setup > Automation > Assignment Rules. 2. Select New Assignment Rule and choose Load-Based Assignment. 3. Add Criteria: Ticket type = "Technical Support". 4. Assign tickets to the email ID:- 5. Activate the rule. Department Setup:  Created the "Technical Support" department.  Added and activated two agents, assigning one as the Primary Agent. This configuration ensures tickets are distributed efficiently, balancing workloads and leveraging expertise for optimal response times. 2. Pre-Configuration Settings  Set the Threshold per Agent to ‘1’.  Enabled the Offline Agent settings to handle agent availability. Configuring Round Robin Assignment Rule  Set up a Round Robin Rule for the "Technical Support" department to distribute workload evenly among agents.  Defined the load-based assignment criteria:  o Description: Contains "Email support required." o Subject: Contains "Email support." Configured the rule to assign tickets based on agent load. Applied the assignment rule and allocated tickets to both agents within the "Technical Support" department. Testing the Assignment Rule  Tested the rule by sending tickets from Gmail: Sent test tickets to ensure each agent received one ticket as per the defined threshold. o Verified the ticket distribution:  First Ticket: Assigned to one Agent.  Second Ticket: Automatically assigned to the next agent in the department (Means as per load). Gmail Copies: Sending another ticket to test. Navigate to Technical Support > Tickets > Headquarters. Verify that each agent has received one ticket as per the configured settings. Outcome Analysis: Efficient Ticket Distribution in Zoho Desk Summary: The implemented assignment rule successfully distributed tickets using the Round Robin method with load-based criteria. The configuration demonstrated balanced workload distribution and ease of execution. Key Outcomes:  Tickets were evenly distributed among agents, adhering to the set threshold (1 ticket per agent).  The rule proved effective, time-saving, and simple to implement.  Load balancing was achieved, enhancing agent productivity and operational efficiency. Steps Documented 1. Agent Setup: o Added agents to the "Technical Support" department and activated their accounts. 2. Pre-Configuration: o Set ticket threshold per agent to 1. o Enabled offline agent functionality. 3. Rule Creation and Application: o Configured a Round Robin Rule with load-based criteria. 4. Testing and Verification: o Sent sample tickets via email to test functionality. o Verified ticket assignment under Technical Support > Tickets > Headquarters. Final Outcome: The rule worked seamlessly, ensuring even distribution of tickets among agents based on workload, leading to an efficient and optimized ticket assignment process.