1. Default Display By default, the recommended agents list is displayed based on the queues filtered on the Assignment Board. This ensures that the most relevant agents within the selected queues are suggested for case assignment.
2. Extending the Recommended Agents List If you need to broaden the scope of recommended agents, you can switch to the “Matching Queues” option: • Purpose: This option displays agents from all queues linked to the current case, including both CRM and Virtual queues. • How It Works: It simulates the auto-assignment process, where the best agent is selected from all linked queues. This is especially helpful when the case is associated with multiple queues, and auto-assignment mode is active. 3. Using the “Default Team” Option In cases where the default recommended agents are not the best match: • Select the “Default Team” option, provided it has been configured in the UI. • This option prioritizes agents from the pre-defined default team, ensuring a more targeted approach to case assignment. Benefits of These Options These features offer flexibility in managing case assignments by tailoring the list of recommended agents based on your organization’s workflows and requirements. |
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