Case allocation

[adrianaryba]

Hi

Is it possible to restrict certain agents getting cases auto allocated to them? They'd only be there to oversee cases in the group rather than deal with them.

[Mark Manders]

How is your assignment currently configured?

[adrianaryba]

Cases are auto allocated to all agents within the group, no skills attached currently. 

We want the manager to be within the group which then allows them to see their group dashboard, but we cannot do so unless they're in the group.

I dont know if this answers your question - we're new to the system.

[Mark Manders · Accepted solution]

Exclude that group manager from the allocation (or simply share the dashboard with the manager, without adding him to the group). As long as he is part of the group, he can be selected as assignee, so the system will do so if there are no limitations.