Case assignment with Matching criteria

[Dhianan]

Hello

We have requirement to automatically assign case to agents of a group. The assignment logic has to work based on the no of cases assigned, round robin way to assign the cases equally to the group members

I have looked at the OOTB matching criteria, but it doesnt work as expected on my developer instance..

Has anyone tried the criteria 'Assigned Cases' and 'Last Assigned', Please share if any examples.

Thanks

[Ravi Prasad1]

The matching criteria is used to calculate the rank to the agents but it will not auto assign on the case.

[parag-mone · Accepted solution]

Hi,

Please take a look at the below Community article, it includes a sample script to auto-assign Cases based on the matching criteria.

Configuring automated Case assignment in Customer Service Management

Thanks,

Parag Mone

[Dhianan]

Hi Parag

Thanks for the sample script.

The assignment rule didnt work as expected initially, because the OOTB matching rule doesnt have value for 'Resource type'

Whereas the script include 'MatchingRuleProcessor' expects the above field value as sys_user. 

I have set the value and it works as expected finally, sharing this info if this is a gap in the demo data.

Regards

Dhianan