How ICA works when a Case meets Multiple Virtual Queue

Purpose

This article explains how Case Assignment (ICA) works when a case meets the criteria for more than one Virtual Queue at the same time. It outlines how eligible agents are evaluated and how the final assignment decision is made.

Description

In some scenarios, a case may satisfy the conditions of two or more Virtual Queues simultaneously. When this happens, ICA follows a structured evaluation process to ensure fair and optimized assignment.

1. Virtual Queue Matching

    -    If a case matches multiple Virtual Queues:

• All matched Virtual Queues are considered.

• All agents who belong to those matched Virtual Queues become eligible for evaluation.

        The system does not prioritize one queue over another at this stage all qualifying queues are evaluated together.

    -    If assignment is configured using Assignment Factors:

• ICA calculates a score for each eligible agent across the matched Virtual Queues.

• The agent with the highest score will be assigned the case.

    This ensures the assignment is optimized based on workload balancing and configured criteria.

    -    If Round Robin is enabled for the matched Virtual Queues:

• ICA checks which eligible agent is next in line to receive a case.

• The system considers recent assignments to maintain fairness.

• The case is assigned to the agent who is due to receive the next case in the rotation.

2. Same Agent in Multiple Virtual Queues

 -     If the same agent belongs to two or more Virtual Queues and a case matches all of them:

• The agent will still be evaluated only once in the overall assignment process.

• Because Assignment Factors consider recent bandwidth, penality etc, the agent’s score may decrease if they were recently assigned a case. This reduces the likelihood of repetitive assignments.

• In Round Robin, if the agent recently received a case, they will be skipped until their turn comes again.

    This prevents duplicate or unfair consecutive assignments even when an agent is part of multiple matched queues.