Auto assign case records

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Posted on by Anandhcrm

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 ?

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Leah Ju Microsoft Employee on at

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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.

https://learn.microsoft.com/en-us/dynamics365/customer-service/assignment-methods

2. who is currently in online

In workstream, you can set 'allowed presences' under work distribution:

https://learn.microsoft.com/en-us/dynamics365/customer-service/create-workstreams?tabs=customerserviceadmincenter#configure-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

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Anandhcrm on at

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Thank you Ill look into this...

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