Case Assignment when the Agent is Out-of-Office

[cnharris1]

Hello developers,

Not sure if this the right forum but I have a quick question.

If an agent is usually assigned certain HR cases through AWA but they are out-of-office for a couple of days, can they or their manager automatically delegate those cases to another team member?

Best regards,


cnharris1

[cnharris1]

Thanks @AshishKM,

Based on the business needs, my client wanted an easy way to automate that process instead of making the manager delegate hr cases if the employee that normally works those types of cases is out-of-office. I couldn't remember if the OOB delegates would take care of that or not.

Best regards,

cnharris1

[AshishKM]

no, ootb delegate is not meant for such auto assignment.

let me ask , how system will know about "out-of-office" status, Is there any such leave/absent/PTO record in SN system. If yes, then you can think of some logic for auto delegate assignment else other team member need to assign the HR Case to other available one. 

[Uncle Rob]

I'm with @AshishKM here.  Delegation is not for auto-assignment.  
Its *just* visibility to tasks that are assigned to other people.

[cnharris1]

Hi @AshishKM ,

Yeah that's the problem we're running into, we currently don't have an "OOO" status and I'm against building that functionality because it will be a custom design. I think we'll try the Granular delegation route and see if that works for us, if not the manager can just reassign those cases.

Thanks for responding!

Best regards,

cnharris1

[AshishKM]

this is more on operation side that how teams are managing their work and conducting daily status with manager and manager/team lead is managing the count and allocating any case to right assignee, the HR cases are align with HR Services which need some skill set to resolve the case. However, there are auto-assisgnment logic with HR Cases ( matching & assignment rule ) at first level but once its assigned, then manager/team lead has to take care.