HR cases are still getting auto assign to agent while that user does not have any skill

[Rekha Tiwari]

Hi All,

We have setup auto assign  HR cases based on Skills. This is working this way: 

If HR Case has any associated skills and Any member from that HR Case Assignment group is having that skill then that agent from that group will auto assign to the HR Case.

But the thing thing is - system is having rpa accounts which they are using when dealt with Chat bot. so any account whose email id starts with rpa should not auto assign as an agent to any case.

I suggested to remove any skills from those user's account. After removing skills , still rpa account agent is auto assigned to case while neither HR case  nor that assigned user is having any skills.

Any suggestion why it is auto assigning to agent? Please give your thoughts to get this issue done.

Thanks,

[Musab Rasheed]

Hello,

Check Assignment rules or Advance work assignment or Business rule.

Regards

[Rekha Tiwari]

Hi, Thanks for your response.

Assignment Rules are for group routing that is created me.

There is no such business rule and AWA also.  Rest everything is OOB. 

[Musab Rasheed]

Difficult to predict then, please check chat bot setup and see if something is written, I'm sure there must be something written which is custom one and not OOB, check Script include as well once or Predictive intelligence as well

[Susan Britt]

Do you have any active Matching Rules?