Changing Case Status Weightage in Bandwidth Calculation for Agent Recommendation

1: Is there a way to change the weightage of the case status in bandwidth calculation for agent recommendation during case assignment?

* Yes, it is possible to change the weightage of the case status used in calculating agent bandwidth for case assignment in SupportLogic.

How can this be achieved?

To make this change, follow the steps below:

- Create an ML Support Ticket:
Raise a ticket requesting a change in the case status weightage logic.

Specify the Requirement:
Clearly mention which case statuses need adjusted weightage (e.g., Open, In Progress, Escalated) and the proposed new weightage values.