Please note that automatic distribution works for orders less than 3 months old.
The system allows you to set up an automatic distribution of orders to managers. This can be enabled in the "Orders" section of the system administration settings.
The distribution of orders takes into account the status, online status of the manager, as well as working hours (set in Settings - General) in the system, if the «Distribute only during working hours» setting is active.
Important!
If you check the box in the "Distribute only during working hours" setting, the distribution will start from the beginning of working hours. Until this moment the system will not take into account the presence of managers in the system and their status.
Status is the global status of the manager, which is displayed in the system. There are 4 types of global status: "Free", "Busy", "At lunch", "Break".
Online status is the manager's authorization status in the system, that is, the manager's actual presence in the system.
Assigning an order to a customer manager
When an order appears, a check is made for the presence of the responsible manager of the customer who made the order. Depending on the setting, the status and online status of the manager are also checked.
If the responsible manager is present and available, then with the help of settings we adjust his assignment to the order.
Even distribution of orders to managers
One of the following values is selected in the option:
- Not to do;
- Evenly to managers, taking into account the manager status, the order type, the method of order placement and the store;
- Evenly to managers, taking into account the manager online status, the order type, the method of order placement and the store;
- Evenly to managers, taking into account the manager status and online status, the order type, the method of order placement and the store;
"Not to do" mode
If you select this option, the system will set into action only the setting that was considered just above. That is, the order will be assigned only to the responsible customer manager with a check of the status and online status. Find more about manager status in the corresponding article.
“Evenly to managers, taking into account the manager status, the order type, the method of order placement and the store” mode
In this mode, as well as in the "Not to do" mode, the responsible customer manager is first checked and, if possible, is assigned to be responsible for the order. If this fails, the order distribution mechanism is then launched among all managers from user groups in which the order type, method of order placement and store are set similar to the order. At the same time the manager's status must be "Free".
“Evenly to managers, taking into account the manager online status, the order type, the method of order placement and the store” mode
When distributing an order, the system initially checks the setting “Assigning order to a customer manager” for the presence of a responsible manager. If it is not possible to assign an order, the order distribution mechanism is then launched among all authorized managers, that is, who are actually in the system, but at the same time may have the global status "Busy", "At lunch", "Break" and who have order type, method of order placement and store (set on the user group page) similar to the order .
“Evenly to managers, taking into account the manager status and online status, the order type, the method of order placement and the store” mode
When distributing an order, the system, by analogy, first checks the setting “Assigning an order to a customer manager” for the presence of a responsible manager. If it is not possible to assign an order, the order distribution mechanism is then launched among all managers from user groups in which the order type, method of order placement and store are set similar to the order. In addition, the manager's status is taken into account: he must be authorized in the system and have the status "Free".
Note
If you need to set up the order distribution to managers who process orders using the mobile application, then in the order distribution settings you have to set the mode taking into account the manager status.
Following this, the priority of order distribution is set: old orders first or new orders first
If you set the distribution new orders first- “fresh” orders will be assigned to the manager. Thus, have a large queue of orders, you can work first with the most recent customers first, and then deal with old orders.
In the settings, you can configure the number of orders in certain statuses that managers can deal with (for example, orders in the "New" status).
When an order is received, the system initialises the task of distributing orders among managers.
When creating a new order, the system selects a free manager, assigns them an order to and moves it to the end of the queue so that the next order is assigned to another manager. Thus, orders will be distributed according to the "carousel" principle - evenly among all managers, depending on the workload.
The next distribution setting is "Show information about undistributed orders to managers in the "Orders" section". When activated, on the "Orders" page, you will see the number of undistributed orders and their total sum (price).
Examples of when the automatic order distribution function can be useful:
- pre-holiday periods when the number of orders increases;
- night orders that cannot be processed immediately when they appear.
The order type and store are configured in the "Order distribution" section in user group settings. The settings are specified only after activating the option "Process orders". If this option is inactive for a group, orders are not distributed among it.