Defining your Query Assignment Logics

Introduction

The Meritto panel allows the assignment of queries in multiple different ways, whereby the queries can be assigned to the users based on the different needs and requirements of the clients. 

These configurations can be accessed from the Settings Page under the Query Manager TAB.

The ways that the queries can be assigned between the users are listed below. 

1. Round Robin: Through this method, the users can distribute the queries equally between all the users that have been configured in the setting.

This is best for clients who have a central team handling all their queries or need all the queries to be assigned to one user. 

 

     2. LAQ(Lead /Application / Query): In this method all the Queries will be assigned to the Lead or the Application owners. If the query raised is a lead-level query then the query will be assigned to the Lead owner and if the query raised is a form-level query then will be assigned to the application counselors. 

This is best for users who want the owners of the lead and applications to handle the queries raised by the leads and Applications assigned to them. 

 

     3. Category Wise: In this assignment logic the queries are distributed among the users based on the category of the query raised. The users responsible for each type of query can be defined and the queries will be assigned between them sequentially.

This is best for clients where the college wants to assign the queries to multiple teams, each having specialized knowledge about the queries being asked.

All of these are explained in detail below. 

Round Robin

This assignment logic is used to distribute the new queries to all the users that have been selected in the configuration. The Queries will be distributed equally between the users in a sequential pattern i.e. the first one will be assigned to the first user selected in the configuration, the second one to the second user selected, and so on. 

Round Robin query allocation can be enabled for a college by selecting the Round Robin option from the Radio buttons provided.

 

Defining the users in the Assignment: 

The Users for the assignment of queries can simply be chosen by typing the name of the user in the entry box named " Select the user". Multiple users can be chosen in this box by choosing from the list which appears when any text is typed in the input box. The same can be seen in the screen below.

 

The Queries will be assigned sequentially to the users selected in the configuration. Users can be added by simply typing the names of the users.

 

Defining the users in Single and Bulk Re-Assignment :

In the Meritto panel, the institutes also have the option of defining the users to whom the Queries could be Re-assigned manually. They can either define the users that they want to see in the Query Re-assignment window or by default have all the users.

The same can be achieved by Selecting Include all users in reassignment and Choosing the users for Reassignment in the User selection Block which will open up below the Toggle. 

The same would look like below. 

 

LAQ ( Lead / Application / Query )

 

In this method, the Queries raised by Leads are assigned to their Lead owners and the queries raised by the Applicants are assigned to their Application Level owners. 

This Assignment method can be enabled by simply selecting the LAQ option from the radio button Options available. 

For this method Only enabling the Method is enough and the moment this is selected the Queries Start getting assigned to their respective Owners. 

The Same can be seen below. 

 

 

Assigning Queries when Lead or Application Is Unassigned:

There can sometimes be a case wherein a Query is raised by a Lead or Applicant who is Not assigned to any Owner. To handle such queries the Meritto panel gives the option to the Institutes to Choose the users to whom they want such queries to be assigned. 

The Users can be chosen by simply typing and selecting the users from the drop-down. 

 

 

 

Category

In this method, the institutes can define logic to assign queries to users based on the categories that have been assigned to them.

The Users can build multiple logics to allocate queries for all the categories among the users chosen in Each. 

The category Method can be enabled by choosing the category option from the Radio options available. 

 

The Institutes can create Logic by clicking on the Create Allocation Logic Button displayed on the page. 

On clicking on this Button the Users get an option to configure it. The screen for the same would look as below. 

 

1. Allocation Logic name: Here the institutes can define the name of their choice of the Logic for easy recognition.

 

2. Select Categories: Here the Institutes can select the particular Categories they want to configure the assignment for in this Logic.

 

3. Assign To: Here the institutes can define the list of users to whom the queries coming with the above-mentioned categories will be assigned. The Users can be chosen by simply typing the name of the user and selecting the particular ones from the drop-down that opens.

 

On Saving the Same the Logic Would be created and Listed as :

 

 

Similar to this Logic the users can create more logic by simply clicking on the Create Allocation button which is there at the bottom of the listing Page.

 

Replying and Seeing all Queries

Meritto panel also provides the additional functionality wherein the Users are permitted to See and reply to all the queries even though the assigned owner might not be the one reporting to this user. 

To Enable these We need to enable the below permissions which are present under the Query Manager group of Permissions. 

 

1. Reply to All queries: On enabling this the user would be able to reply to all the queries. 

 

2. Show all queries: On enabling this the user will be able to see all the queries which have been raised by the applicants.