Round Robin Auto-Assignment of Hr case to Agents directly based on availability

[DASAMANDAMS]

Hi Team,
 

I have a requirement to assign HR cases to agents using a round-robin assignment rule. Could someone please assist me with implementing this?

Regards

[Murthy Ch]

Hi @DASAMANDAMS

If we can use OOB features like assignment rules it could be done without customizing but we can also write our own custom logic to assign HR cases to HR agents automatically. Can you explain your use-case more, so that we can achieve easliy?

[DASAMANDAMS]

Hi @Murthy Ch

The use case is that when an HR case is assigned to the Benefits group, it should be automatically routed to the currently online members of that group using a round-robin method. The assignment should skip the last member who received a case and assign it to the next available member instead."

[Laveena-Agarwal]

Hi @DASAMANDAMS 

You might want to explore the Advanced Work Assignment (AWA) feature for automated task assignments. It’s a configuration-driven solution that helps streamline and automate assignment processes with ease.

[Laveena-Agarwal]

Hi @DASAMANDAMS 

This use case is covered under AWA, reassign configurations are present.

Explore it.