The allocation screen allows supervisors and/or managers to distribute the work queue items, such as incoming POC, among the operators. This is accomplished by designating a percentage value or the actual number of work items to each operator, and selecting the type of work item to be distributed.

Go to Admin > Configurations > Allocation

Adding operators to the allocation screen

1. Click the Add user button
2. Select the applicable user you'd like to distribute work queue items to
3. Click Add user

Allocating based on number of items

1. Start by typing in a number under the 'Currently Assigned' text box for each user
2. When finished, click save changes

Allocating based on percentage

1. Start by typing in the percentage number under the 'Allocation %' text box for each user
2. When finished, click save changes
3. Then, click auto-assign cases

Removing users from the allocation process

1. Locate the user from the user allocation screen
2. Click remove

Allocating different work queue items

1. Select the work queue item type from the drop down menu
2. Follow the steps above to add users and distribute items accordingly