Skip to main content

Notifications

Announcements

No record found.

News and Announcements icon
Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Auto assign case records
Service | Customer Service, Contact Center, Fie...
Answered

Auto assign case records

(0) ShareShare
ReportReport
Posted on by Anandhcrm 524
Hi,
 
I need to auto assign the case records to the agents based on some use cases.
 
For example, assume that we have 5 agents. While auto assign cases to them, we need to identify who is having the less no. of active cases. among them, who is currently in online, then assign the case record to him. Likewise, we need to streamline the auto assignment process. Can we do it in OOB using unified routing ? Suggestions please ?
  • Anandhcrm Profile Picture
    Anandhcrm 524 on at
    Auto assign case records
    Thank you Ill look into this... 
  • Verified answer
    Leah Ju Profile Picture
    Leah Ju Microsoft Employee on at
    Auto assign case records
    Hi Partner,
    Yes, you can achieve it through using unified routing:
    Unified routing has two main stages: classification and assignment.
    In the classification stage, rules and machine learning (ML) models can be used to add information on the work item, which can be used to find the best-suited agent.
    During the assignment stage, the service requests are prioritized and then assigned to the agents based on the nature of the work, related entities, agent skills, and the current state of the agent workforce in terms of availability and workload.
     
    1. identify who is having the less no. of active cases.
    2. who is currently in online
    In workstream, you can set 'allowed presences' under work distribution:
    I hope you can verify my answer if it helps you! If you have any questions, please feel free to contact me.
    Regards,
    Leah

Under review

Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.

Helpful resources

Quick Links

December Spotlight Star - Muhammad Affan

Congratulations to a top community star!

Top 10 leaders for November!

Congratulations to our November super stars!

Tips for Writing Effective Suggested Answers

Best practices for providing successful forum answers ✍️

Leaderboard

#1
André Arnaud de Calavon Profile Picture

André Arnaud de Cal... 291,269 Super User 2024 Season 2

#2
Martin Dráb Profile Picture

Martin Dráb 230,198 Most Valuable Professional

#3
nmaenpaa Profile Picture

nmaenpaa 101,156

Leaderboard

Featured topics

Product updates

Dynamics 365 release plans