Round Robin auto-assignment of HR Cases

[Himanshu Raj]

Hi All,

I have a requirement to assign HR Cases to agents on round robin basis. I tried to implement AWA for same but it seems not feasible in this case as it requires agents to be marking themselves available through HR Agent workspace, then only cases are routed to them.

In my project we are not using HR Agent Workspace for HR Case management, can someone please assist they have implemented such scenario if not you are requested to suggest if any solution in mind.

Thank you

[Sohail Khilji]

Hi @Himanshu Raj ,

1, Start adapting Agent workspace. it will make tings easy and easy to adapt AWA.

2. if not you need to build a custom solution as like awa which does round robin. which is not recommended as it will involve customization or custom table requirement or flows.

3. Also check if decision table can help you achieve this requirement.

[Himanshu Raj]

Hi @Sohail Khilji thanks for looking into it. we are on our way to implement HR Agent Workspace but it might take some time. Meanwhile we are looking for some workaround if we could configure AWA to automate round robin assignment to agents. 

If there is any other way to configure it in your mind, for sure we can look into other approach as well. 

Thanks again for your insights

[Sohail Khilji]

check if decision table can help you achieve this requirement, make sure to mark the answer accepted solution to clear the requirement 

[Sabrina10]

Have you tried using assignment and matching rules?  If all the agents are assigned the same skill, you could write a script to do a round robin assignment.   OOB, these matching rules assign based on least loaded, which wouldn't meet your requirements if you want everyone to get the same number of Cases regardless of how many that are currently open and assigned to the agent.

https://www.servicenow.com/docs/bundle/yokohama-employee-service-management/page/product/human-resou...