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Ticket allocation

Posted on by 14

I need to automate ticket allocation system depending on available resource and resource skill set. Is that possible using PVA   

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  • Expiscornovus Profile Picture
    Expiscornovus 1,673 on at
    Re: Ticket allocation

    Hi @Yallaling,

     

    Yes, I would think this should be possible. With a PVA you can list items present in a table and filter on the input you got from your PVA. 

     

    For example in this thread you see how you can read data from an excel:

    https://powerusers.microsoft.com/t5/Building-PVA-chatbots-in/Read-from-Excel-file/m-p/1662697/highlight/true#M820

     

    Let us know how you progress with your setup and if you need any additional help.

  • Yallaling Profile Picture
    Yallaling 14 on at
    Re: Ticket allocation

    We are starting from Scratch.

    I am planning like that, PVA will download excel sheet where all ticket information are there and then it will filter open ticket and assign to particular employee deepening on some skill set.   

  • Expiscornovus Profile Picture
    Expiscornovus 1,673 on at
    Re: Ticket allocation

    Hi @Yallaling,


    Can you share a bit more details? Do you already have a system which is storing the ticket allocations and the resources and skill sets? Or are you starting from scratch?

     

    And where does the Power Virtual agent/chatbot fit in this scenario? Can people/employees submit a ticket and will the bot try and find the right person to solve it by any chance?

  • Yallaling Profile Picture
    Yallaling 14 on at
    Re: Ticket allocation

    @renatoromao @Expiscornovus , Please help

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