Four assignment strategies: round-robin, load-balanced, skill-based or manual
Service CRM · Governance & Service Levels
Assignment Rules
Round-robin, load-balanced, skill-based or manual — with capacity
app.quipcom.ai
In detail
What Assignment Rules does
Part of Governance & Service Levels in QuipCRM — Service CRM. The promises you make to the business, written down once and enforced by the system.
Agent capacity is visible while a strategy is being chosen or a ticket assigned
Strategy can be set per queue rather than one rule for the whole desk
Where it fits
Service levels the system enforces, not just records
Assignment Rules is 5 of 8 modules in this area. Each one works on the same record.
The Service CRM workflow, end to end
Assignment Rules supports this flow alongside the other Service CRM modules.
- 01
Raise
The requester picks a department, sees the matching knowledge base, and only files a ticket if the answer is not already there.
- 02
Route
Category and tags set the SLA tier; the assignment strategy picks the agent; the notification matrix tells everyone who needs to know.
- 03
Resolve
The agent works one screen — thread, record, actions and QuipAI — while the SLA clock runs against business hours.
- 04
Learn
Deflection, accuracy, CSAT and SLA compliance are measured per category, which is what tells you where to let the AI take more.
Who uses it
Who works with Assignment Rules
Team Lead
First escalation level; reassignment, capacity and SLA warnings.
- SLA warnings before the breach
- Reassignment with capacity in view
- The full activity log on every escalated ticket
Bring one real support queue.
We’ll set up your categories, SLA tiers and escalation live, and show QuipAI drafting replies on sample tickets.