Common SendSquared Paradigms
The Agent Assignment Workflow
SendSquared implements a consistent workflow pattern across all communication channels that streamlines task management, enhances accountability, and improves customer response times. This unified approach consists of two primary actions:
- Agent Assignment - Designating a team member responsible for handling specific communications
- Mark Complete - Indicating when the necessary action has been taken
Core Features
Assignment & Completion
The SendSquared platform provides these key features across all communication channels:
| Channel | Assignment Method | Mark Complete | Complete All | Mark Read |
|---|---|---|---|---|
| Dropdown agent selector | ✓ | ✗ | ✓ | |
| SMS | Agent assignment panel | ✓ | ✓ | ✗ |
| Team assignment interface | ✓ | ✓ | ✗ | |
| Voicemails | Agent routing system | ✓ | ✗ | ✓ |
| Phone Calls | Call assignment dropdown | ✓ | ✗ | ✗ |
| Airbnb | Booking assignment interface | ✓ | ✓ | ✗ |
Important Distinctions:
- Mark Complete: Global status visible to all agents; used for workflow management
- Mark Read: Agent-specific status; helps individual agents track which messages they've reviewed
- Complete All: Available in SMS, WhatsApp, and Airbnb channels to efficiently mark multiple messages as complete simultaneously
Notification System
SendSquared's notification system plays a critical role in the workflow:
- Assignment Notifications: Agents receive immediate alerts when communications are assigned to them
- Priority Indicators: High-priority messages trigger enhanced notifications
- Escalation Alerts: Managers receive notifications for communications that exceed SLA response times
- Notification Preferences: Agents can customize notification methods (email, SMS, in-app)
These notifications ensure prompt response to customer communications and help maintain accountability within the team.
Performance Tracking & Reporting
The Agent Assignment Workflow feeds directly into SendSquared's robust reporting system:
Agent Productivity Report
This comprehensive report provides metrics that directly measure the effectiveness of your communication workflow:
- Response time by agent and channel
- Volume of communications handled per agent
- Completion rates and average time to completion
- Assignment distribution across team members
- SLA compliance percentage
Impact on Business Performance
Effective implementation of the Agent Assignment Workflow directly affects:
- Customer Satisfaction: Faster response times and consistent follow-through
- Team Efficiency: Clear task ownership reduces duplication of effort
- Resource Allocation: Identify high-volume channels requiring additional staffing
- Quality Control: Track completion rates to ensure all communications receive proper attention
Filtering & Management
This standardized workflow creates a powerful filtering system that allows teams to:
- View all incomplete work across channels
- Filter incomplete work by specific agent
- Sort by age, priority, or channel
- Identify bottlenecks or neglected communications
- Balance workloads across the team
Best Practices
To maximize the effectiveness of this paradigm:
- Assign Promptly: Communications should be assigned to an agent immediately upon receipt
- Set Clear SLAs: Define expected timeframes for marking items complete by channel and priority
- Regular Reviews: Implement daily checks of incomplete items
- Balanced Distribution: Avoid overloading specific agents with assignments
- Training: Ensure all team members understand the importance of proper assignment and completion
Technical Implementation
The Agent Assignment Workflow is built on a unified data model that maintains consistency across different communication channels while accommodating channel-specific requirements:
- Centralized agent directory integrated across all modules
- Standardized status tracking with customizable business rules
- Cross-channel assignment capabilities
- Comprehensive API for integration with external systems
- Real-time synchronization across devices