GP1 has unique settings for assigning advisors to service visits. Understanding these settings helps ensure service visits are assigned correctly and provides a consistent customer experience.
Advisor assignment works differently depending on whether the appointment is scheduled by the CXC or directly by the customer online.
To request changes, a member of the store's management team must submit a digital support ticket. RAD approval is required for this change.
Advisor Assignments When the CXC Schedules
The CXC schedules appointments using the instructions provided in your Knowledge Base (KB).
The CXC will always ask whether the customer has a preferred advisor. If the customer does not have a preference, the agent will follow the Message of the day instructions for your location. These instructions should match KB > Sched Pref.
Examples of Advisor Assignment Options
| Scheduling Instruction | What it Means |
| Schedule with “No Preference” unless the customer has a preferred advisor | Uses a random assignment and prioritizes the customer's preferred appointment date and time. This is the GP1 default advisor assignment setting. |
| Schedule with UNSPECIFIED unless the customer has a preferred advisor | Uses the default advisor, typically 999. The store must manually dispatch or assign the appointment to an advisor. |
| Schedule with last or preferred advisor. If they do not want to work with last advisor, schedule with UNSPECIFIED. | Prioritizes the customer's last advisor and that advisor's schedule. If the last advisor is unavailable, the store may need to manually dispatch or assign the appointment. |
| Schedule with last or preferred advisor. If they do not want to work with last advisor, schedule with any named advisor. Only select UNSPECIFIED if there is no named advisor available. | Prioritizes the customer's last advisor and that advisor's schedule. Using another named advisor when necessary helps prevent manual dispatching and assignment at the store. |
Advisor Assignments When Customers Schedule Online
Advisor assignment works slightly differently when customers book their own appointments online.
Customers cannot see your custom CXC scheduling instructions, and online scheduling options are determined by the available programming and configuration.
By default, GP1 allows customers to:
- Select Any advisor
- Select a specific advisor
Online Advisor Options
| Setting | What it Means |
| Any | Uses a random assignment and prioritizes the customer's preferred appointment date and time. This is the GP1 default. |
| Specific Advisor | Assigns the service visit to the advisor selected by the customer. |
Important Note:
At this time, round-robin assignments cannot be programmed. Random assignment is used to prioritize the customer's preferred appointment date and time.
- How it works: It moves down a fixed list of advisors in order. When it reaches the end, it loops back to the top.
- Main benefit: It is completely fair. Everyone gets the exact same number of tasks over time.
- How it works: It picks an advisor by pure chance for each new visit.
- Main benefit: It is fast, simple, and prevents predictable patterns.