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.
Assigning an order to a customer manager
When an order appears, the system checks for the presence of a responsible manager for the customer who made the order. Depending on the setting, the online status of the manager is also checked.
If the responsible manager is present and available, then this setting can be used to allocate orders to this manager.
Equal distribution of orders among managers
One of two values can be selected in this option:
- Do not equally distribute;
- Distribute equally for available managers, taking into account order type, channel, and store.
"Do not equally distribute" mode
When this option is selected, the system will only launch the corresponding setting mentioned above. That is, the order will only be assigned to the responsible manager of the customer following a manager status check. For more information about manager statuses, see the relevant article.
"Distribute equally for available managers, taking into account order type, channel, and store" mode
In this mode, in the same way as "Do not equally distribute", the responsible manager of the customer is checked first and, if possible, is assigned as the person responsible for the order based on their status. If this was not successful, then the mechanism for distributing the order between free managers is initiated.
When distributing an order, the system keeps track of the order type, channel, and store from which the order came. For distribution, managers from user groups in which the type, order channel and store are similar to the order are considered (set on the user group page). In addition, the manager's status is taken into account. They must be authorised in the system and currently be in the “Free” 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.