How to Auto-Assign CSM Cases After Accept/Reject

[reshmakore57046]

Requirement:
The case is offered to available agents using the Accept/Reject functionality. If the case is offered three times and no agent responds, the case should be automatically assigned.

[Ankur Bawiskar]

@reshmakore57046 

screenshots could not be seen

share proper images so that this helps future members

[reshmakore57046]

@Ankur Bawiskar  Thank you for letting me know. Please find the clear screenshots below.

Solution / Configuration Steps:

Step 1:
Navigate to the sys_db_object table and create two fields.

Step 2 : Create a new Business Rule on the awa_work_item table.
Note: There is no need to add any script in the Advanced tab.

Step 3 : Create a queue in the Service Channel and configure the following:

• Max Tries

• Next Queue (Auto Assigned)

Note:

• The first queue assignment rule should use Accept/Reject.

• The Next Queue selected must use an Auto-Assignment rule.

Thank You&  Regards,

Reshma Kore.