HR Case auto assignment

[VShine]

Hello ,

Sorry for my question - I am newbie here....Trying to understand   Auto assignment of HR Case in my PDI.

Enable Skills based assignment on "General Benefits Inquiry" HR service, added skills = HR Benefit

3 agents from HR Tier 1 group has "HR Benefit" skills. But when cases are submitted, it's keep getting assigned to 2 agents only. Everything OOB. Have added screenshot for reference. Any guidance appreciated.

[Michael Jones -]

Are all of your agents in the same country?

I seem to recall that the auto matching rule is by skills and country first, and then by skills if no match is found. So, if two are in the same country, and one is in a different country, might make the difference. 

Might post your matching rules: HR Administration > Assignment Rules > HR Matching Rules for additional clarity. 

If this was helpful or correct, please be kind and click appropriately!

Michael Jones - Proud member of the CloudPires Team!

[VShine]

Thank you for your response Michael.

All three agents as well as case submitted are in different location.

All three agents are located in California US, and part of same HR group. and has same skills assigned in Manage HR skills.Submitter is located in East coast 

I have deactivate "HR HR Total Rewards Case, Agents by skills and country" matching rule as we are not using it.

Here is screenshot of Matching rule:

[Susan Britt · Accepted solution]

Does the 3rd group member have a lot of active HR Cases already assigned to them?  The script in your Matching Rule is checking for eligible HR agents with that skill and assigning to the ones with the lowest count.

[Tom O_Neill]

or HR Tasks. The "load" logic looks at both HR cases and HR Tasks to determine least loaded.