Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Cases/ Administrator Guide/ Case Configuration/ Case Assignment Rule
Updated on 2024-10-12 GMT+08:00
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Case Assignment Rule

When creating a case, you can choose to automatically assign the case to an owner. The automatic assignment will be performed based on the automatic assignment rule set on the platform. Only one automatic assignment rule can take effect under a tenant.

Procedure

  1. Sign in to the AICC and choose Configuration Center > Case Configuration 2.0 > Case Configuration > Case Assignment Rule.
  2. Click Create. The page for creating a case assignment rule is displayed.

    Figure 1 Add Automatic Allocation page

  3. Enter a rule name.
  4. Add rule items. For example, if you want to assign cases whose titles contain Fault to a customer service team, you can add a rule item as follows: In the Rule Content area, select the Case title attribute, set Filter Condition to Include, and set Value to Fault. Set Owner Type to Skill Queue, select the customer service team from the Owner drop-down list, and click Save.

    Figure 2 Add Rule Category page

  5. To assign cases to an agent, set Owner Type to Seats and select the agent from the Owner drop-down list.
  6. (Follow-up operation) When creating a case, set Assignment Mode to Auto to start the case assignment rule.

    Figure 3 Create Case page
    • Only one case assignment rule can be activated at the same time.
    • A maximum of 10 rule items can be added to a rule.
    • The rule items are matched from top to bottom. If a rule item is met, the case is automatically assigned to the owner set in the rule item. If no rule item is met, the case is assigned to the default owner.

Parent topic: Case Configuration