Assignment Engine - Case Prioritisation for Assignment (not Unified Routing)
If we have 2 Cases in a work queue of 1 Agent and there are 2 Skils:
C1: S1, S2
C2: S1
Agent A1: S1, S2
Would the case C1 be prioritised for assignment over C2 for agent A1?
What has been happening is we do no associate language skill on email cases, but we associate it on community webform cases.
The stickiness is set for 1 hr. However, we looked at awaiting queue after 3 hours, most of the email cases were still unassigned and webform cases which got created after the unassigned email cases, were being assigned to agents.
Need a solution to this, given, we cannot mark language on email cases.
Would sort assignment by method work here?
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Updated
23 days
Chetan Tiwari
Published:
12/04/25 11:30 AM
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