Guided mode: giving agents one ticket at a time

Guided mode gives an agent one ticket at a time and no list to choose from. Strong medicine with a real cost.

Guided mode gives an agent one ticket at a time and no list to choose from. Strong medicine with a real cost.

What it does

Agents in guided mode work through a play button rather than a view. They get the next ticket, deal with it, and get the next. There is no queue to browse and nothing to skip.

Set it up

1. Open Admin Center, then People, then Roles.
2. Edit the role and turn on guided mode.
3. Save.

It is set per role, so you can apply it to one team without imposing it on everybody.

Where it genuinely helps

• High-volume, similar work where choosing is wasted effort.
• Teams where cherry-picking is a real problem and conversation has not fixed it.
• New agents, who benefit from not having to decide what to take.

What it costs

Judgement. An experienced agent scanning a queue spots the pattern, the duplicate, the one that will take thirty seconds. Guided mode removes that entirely, and with it some of what makes a good agent good.

It also feels controlling. Applied to a senior team it reads as a statement about trust, whatever was intended.

Fix the cause first

Cherry-picking usually means something else: targets that count tickets rather than outcomes, or a queue full of work nobody wants to touch. Guided mode makes the symptom disappear and leaves the cause.

See also

• Round robin for email, messaging and calls
• Creating custom roles
• Planning your routing configuration