Configuring Query Allocation Logic

Configuring Query Allocation Logic

Overview

Efficient query assignment is crucial for delivering timely and accurate responses to applicants. Allocating queries to the right counselors ensures that each query is handled by a person with the right expertise, leading to better engagement, faster resolutions, and an overall improved applicant experience.

Meritto's Query Management System enables you to configure multiple assignment logics, ensuring that queries are systematically directed to the most appropriate team members. This structured approach reduces response time, enhances service quality, and ensures that queries are resolved effectively.

Steps to Configure Query Assignment Logics

  1. Log in to your Meritto portal. Navigate to the Settings page from the dashboard.
  2. In the left-hand menu, select Query Manager. Click on the Allocation tab to access the configuration options.
  3. Select Assignment Logic Type: Choose one of the available assignment logic methods: Round Robin, LAQ, or Category Wise. 
  4. Follow the specific configuration steps as per the chosen method (explained in the next section).
  5. After configuring the logic, click Save to apply the changes.

Types of Assignment Logic Methods

Round Robin
  1. This method distributes queries equally among the counselors selected in the configuration, following a sequential pattern.
  2. Usage: Ideal for institutions with a centralized team managing all queries or when queries need to be assigned to one user at a time.
  3. Configuration Steps: 
    1. Enable Round Robin by selecting it from the radio button options. 
    2. Select counselors for assignment by typing names in the "Select the user" entry box. Multiple users can be chosen.
    3. Queries will be automatically distributed in a sequential cycle among the selected users.
  4. Reassignment Options:
    1. You can define which counselors appear in the manual reassignment window by enabling the "Include all users in reassignment" toggle.
    2. Alternatively, specific counselors can also be chosen manually for reassignment.
LAQ (Lead / Application / Query)
  1. This method assigns queries based on ownership at the lead or application level.
  2. Usage: Suitable for institutions where lead or application owners manage their assigned queries.
  3. Configuration Steps:
    1. Enable LAQ by selecting the corresponding radio button option.
    2. Once selected, queries will automatically be assigned to the respective lead or application owner.
    3. For queries from leads or applicants without assigned counselors, you can select fallback recipients by typing and selecting names from the dropdown.
Category Wise
  1. This method distributes queries based on predefined categories, ensuring that queries are handled by the most appropriate teams.
  2. Usage: Ideal for institutions where queries are managed by specialized teams.
  3. Configuration Steps:
    1. Enable the Category Wise method by selecting it from the radio button options.
    2. Click on the Create Allocation Logic button to configure assignment logic.
  4. Configuration Fields:
    1. Allocation Logic Name: Name the logic for easy identification.
    2. Select Categories: Choose the relevant categories for this logic.
    3. Assign To: Select the users responsible for handling queries within the chosen categories.
  5. Save the logic, and it will appear in the listing. 
  6. Additional logics can be created by clicking the Create Allocation Logic button at the bottom of the listing page.

Conclusion

Defining and configuring query assignment logics in Meritto ensures that applicant queries are managed effectively and assigned to the right team members. You can choose the most suitable assignment method based on your operational workflows, ensuring efficient query resolution and enhanced applicant engagement.

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