Dear all
I do have automatics routing rules defined for different case types, it is working fine.
But now I do have another requirement to let the system route cases based on :
- Agent availability: for example, I need something like “Status” on user level, which can be for instance (Yes or No), if yes, then system can route/assign him new cases, if NO, then system will not assign/route any case to him.
- Agent capacity : for example, agent X capacity is 5 open cases at a time, so system will route cases to agent X and will stop when he reaches 5 open cases.
So in this scenario , system will route cases to agents based on their availability (Yes) and within their capacity.
Is there anything in Dynamics that can support such requirement?
Thanks,
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