OverviewCase Assignments includes a few additional filters that help you focus on the cases you are responsible for assigning. They are: Assigned Status Tabs - There are two options you can toggle between (Unassigned and Recently Assigned) and each tab provides the number of cases that are:
As with other pages in SupportLogic, you can apply your Global Filters, which will immediately update the number of cases in your list.
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SupportLogic Agent RankingsSupportLogic agent ranking provides an overall match for each agent within the list. Clicking on the percentage next to any agent name in the list will display the details for the five criteria used to determine the recommendation:
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Assign to Agent
You can also search for a particular agent and assign the case directly.
Assign to Queue
You also can assign a case to queue of agents versus an individual agent. In the example below we assign the case to the Critical Accounts queue:
Re-assigning a Case
SupportLogic enables you to re-assign cases as part of the Escalation Review workflow. When a case is re-assigned to another agent, the re-assignment is noted both in the history of the case and, if the re-assignment was completed during the Escalation Review, also noted in the escalation review details, see image below:
To learn more about the Escalation Review workflow, see the Escalations article.
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