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Unified routing - considering existing case status while doing round-robin auto assignments.

Posted on by 272
Hi all, 
 
I am setting up unified routing for cases and we are auto assigning round-robin by one case at a time. Capacity if set to 1 and user won't get another case while they still have an open case. 
 
We have a requirement to auto assign one more case if current case(s) is on-hold (e.g. if awaiting for customer response). I have been looking at the documentation but couldn't find anything regarding this. 
 
Please suggest me if there is any option out of the box.
 
Thanks
 
 
  • Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Unified routing - considering existing case status while doing round-robin auto assignments.
    Hi,
     
    You can create a capacity profile for the agent with the work item limit set to a number greater than 1.

    In the Capacity option in the Workflow's Work Distribution Settings, select Profile Based and specify an existing capacity profile.

    This way, even if the agent already has a case, it can still be assigned new cases until the work item limit number is reached.
     
    Best Regards,
    Dengliang Li
     
  • shaan Profile Picture
    shaan 272 on at
    Unified routing - considering existing case status while doing round-robin auto assignments.
     
    Thanks for your reply. I think probably you misunderstood my problem. 
     
    I want agents to get one more case assigned if previous one has been put on hold (e.g. Awaiting customer response). 
     
    Basically, our requirement is to assign one case at a time and if user put that case on hold then user should get another one. It works fine if case is resolved but if case is in waiting state then Unified routing still consider it an active case and doesn't assign another case. 
     
    Thanks
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Unified routing - considering existing case status while doing round-robin auto assignments.
    Hi,
     
    Try turning off the Assignment Blocking option of the capacity profile, which determines whether new work items are automatically assigned to agents when the work item limit is reached.
    Create and manage capacity profiles | Microsoft Learn
     
    Best Regards,
    Dengliang Li
     

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