Solution Idea Request for Workload Management

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Posted on by Cyclefitness

I have a requirement in my system that the Customer Service team assigns incoming cases to Resources based on a rotation. I'm seeking creative ideas on how I might accomplish this out-of-the-box.

I was thinking of a field on the User entity for Assigned Case Date which is updated with a workflow each time a case is assigned, then creating a view on the CSRs Dashboard with all Users on the team and the Assigned Case date which, if sorted, shows who got a case last.

Any other ideas that might be more elegant; perhaps with Activity Scheduling?

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Royal King 27,686 on at

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I would suggest checking below post for implementing round robin method to assign cases

http://www.magenium.com/Information/Articles/Round%20Robin

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Cyclefitness on at

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Thank you, Chitra. That's exactly what I needed!

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