How Do Calendars, Priorities, Statuses, and Auto-Distribution Work Together?

These settings control when operators work, how urgent requests are, and how dialogues are assigned.

Operator Statuses

Operator statuses (Online, Offline, On break, etc.) define whether an operator can receive new dialogues. Only operators in statuses with "Can receive" enabled are considered for auto-distribution.

Calendars

Calendars define work schedules (work days, hours, holidays). They are used for:

  • SLA metric calculation — expiration time is counted only during work hours
  • Schedule compliance — tracking if operators are working according to their calendar
  • Operator indicators (e.g. "Outside schedule", "Expected on shift")

Priorities

Priorities (Low, Medium, High, Critical) set urgency for tickets. They affect:

  • Display order in ticket lists
  • SLA and escalation rules (if configured)
  • Operator awareness of urgent requests

Auto-Distribution

When a dialogue or ticket arrives:

  1. The system finds operators whose skill group includes the dialogue topic.
  2. Only operators in "Can receive" statuses are considered.
  3. Workload and other rules (e.g. round robin) may be applied.
  4. If calendars are used, SLA expiration is calculated based on work hours.