HR Case auto assignment

VShine · ‎05-19-2020

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.

Susan Britt · ‎05-21-2020

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.

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Michael Jones - · ‎05-21-2020

That's a good call-out! ^^^

I hope this helps!
Michael D. Jones
Proud member of the GlideFast Consulting Team!

VShine · ‎05-22-2020

Yes....that was the issue.....3rd agents has few more case assigned to him....It got taken care after few more case assigned to other....Thanks everyone for quick response!

Tom O_Neill · ‎05-22-2020

This may be helpful for you also.

The Basics of HR Assignment Rules