We have had success using Skills attached to an HR Service. But, we now have a business need to use Skills but include the load balancing of Cases using a Date field versus just the # of cases assigned in the Skill.
Use case example:
Agent 1 has 4 cases due in 10 days (based on that date field) but 6 total cases.
Agent 2 has 2 cases due in 10 days but a total of 8 total cases.
New case comes in for that Skill but the date is within the 10 days and should be assigned to Agent 2 because she has fewer that are urgent.
Can you use a combination of Auto-assignment and Assignment Rules? If so, how?
