How to review the agent's recommendation for the auto assigned case.

Modified on Wed, 10 Apr 2024 at 03:52 AM

Purpose 

This article provides a brief overview of how to check an auto assigned case agent recommendation.



Summary


Unassigned Cases:


In the case of unassigned Queue, the agent's recommendation will be listed at the top of each case. Additionally, you can explore further details using the 'More Options' feature, allowing for agent assessment across other CRM queues and virtual queues. For a clear understanding, please refer to the GIF below.



Assigned Cases:


When a case is auto-assigned by SupportLogic, it will be indicated with a note that the case has been automatically assigned by SL. Please refer to the screenshot below.




When we click the arrow symbol on the case assigned banner, a more detailed view of the agent recommendation for the case becomes available. This provides a brief overview of each agent's availability at the time of assignment, with priority given to agents with higher scores. For reference, please see the screenshot below.


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