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Case Assignment

Modified on Thu, 14 Mar 2024 at 10:36 PM

Purpose

Use Case Assignment to organize all your unassigned and open cases and see our product in action as it makes intelligent agent recommendations by correlating the skills needed to work on the case with the agents’ skills, their availability, and a range of other factors.


Summary

In addition to the Assignment Board, SupportLogic provides you with the ability to create very specific assignment queues, create logical conditions for when and to whom cases are assigned and has a specific section just to configure your agent's shift scheduling.


This article provides and introduction to case assignments, configuring the assignment queues and steps you through using logical statements to refine to whom and when are agents assigned certain cases.



Assignment Board

The Assignment Board can be found under CASE ASSIGNMENT in the left-hand navigation. Once in the Assignment Board, it will open to the Unassigned [cases] tab by default. 


Unassigned Cases Tab

Under this tab, you can select the Queues and Sorting options to display the cases.  For example, below we select "Product1", "Product2" and "Remaining Cases" queues and sort the list of cases by "Attention Score": 


Unassigned cases in the Assignment Board


If you have defined any Global Filters and have them applied, this will filter the list of cases visible to you.



Manual Assignments

SupportLogic helps you select the right agent quickly by ranking agents based on:


Time Overlap = the availability of the agent versus the working hours of your customer

Skills = whether or not the agent has had experience working on this type of cases for this product

Customer = whether or not the agent has worked with this customer before and how those cases were rated

Bandwidth = what is the current backlog of cases and the cases statuses

 

Below, we see that Abigail Dickens has the highest ranking amongst all of the available agents and using the More options > menu, we can step through to see the details for each area that rolls up to the 47% fit for this case for Abigail.



Additional Options

You also have the ability to add case notes, contact the case owner, share the case with another individual, review the assignment timeline and to view the case in the Support Hub.

+ Add notes and additional options

 


Assignment Queues

The queues that appear in the Assignment Board are defined under Assignment Queues. These may have been configured for your organization with the implementation of SupportLogic. There are two types of queues: CRM and Virtual queues.


CRM queues

These queues are synced from your system of record / CRM connected to SupportLogic. As a Support Manager, you can modify these queues in SupportLogic to:

  1. Associate specific agents or teams of agents
  2. Set them to be auto-assigned agents to cases
  3. Adjust queue settings for auto-assignment rules

For example, below we add a previously defined Virtual Team to the "Critical Accounts" CRM queue:


Add Virtual Team to an Assignment Queue


Next, we set the queue to be auto-assigned and adjust the settings on how auto-assignment will be applied:


Auto-Assignment Settings

The settings for auto-assignment are:


  • When to use this queue? = Always | Never. You might use "never" to exclude cases coming from your CRM that may not be "customer" cases. For example, if you also route internal IT requests through your CRM.


  • Round Robin method assignment = On | Off. Tells SupportLogic to assess the number of cases for all associated agents for this queue and to assign cases evenly based on agent workload.


  • Maximum cases per agent per day = [number]. Sets the limit on the number of cases SupportLogic will assign to any given agent associated with this queue.


  • Evaluate agents using their = Assignment | Working hours. This guides SupportLogic on the which set of hours, defined in Shift Management, in the event you have designated only certain working hours are available for agents to receive assignments.


  • Exclude agents with low availability = On | Off.  Indicates that SupportLogic should not assign cases to agents with less than 10% available bandwidth, based on their backlog of cases.


Virtual queues

You can set up very complex rules and conditions for the SupportLogic Intelligent Case Assignment to operate based on:


SupportLogic steps you through a simple workflow to create a Virtual Queue where you:


  1. Name the Queue and give it a description
  2. Select the CRM queue of cases upon which you want to set the conditions or rules
  3. Select the case fields (or metadata) to either exclude or include cases to this queue
  4. Select the customer accounts, Virtual Accounts, Groups or reporters to which this queue will apply


Creating a Virtual Queue

The sequence of images below steps through this process refining this Virtual queue with the following conditions:

  • Create, name, provide a description for a Virtual Queue. 
  • Then select the Security and Critical Account CRM queues.
  • Using case metadata to limit this queue to only include cases for customers in the category of Security, Comic Book Manufacturers, and Super Hero Mask Organizations.
  • For only the Webserver, Security Tool and Apache Server products.


Create, Name and Describe the Queue


Next, we assign this Virtual queue to specific agents we have previously added to "Premier / Critical Accounts Agents" and "Critical Accounts" Virtual Teams.


Finally, we enable the Auto Assign option and configure the settings for SupportLogic to follow when assigning cases:



Editing Filter Logical Statements

Based on the parameters identified above, you can create complex rules based on a variety of fields and metadata to create very specific conditions that cases that will be included in one Virtual queue versus another.  


In the image below, we built a statement that limits cases to those from ("Wayne Enterprise" or "Gold and Platinum" or "GOLD" or "Top 10 Accounts") and that also are opened against the "Apache Server", "Security Tool" or "Webserver" products.  


Virtual queue statement builder

You can leverage the Add brackets ( ) button in the upper right-hand side of the Add Filters pop-up window to make very complex logical conditions for nearly any scenario you might need.




Queues, Global Filters, Case Filters and Assigned status

Case Assignments includes a few additional filters that help you focus on the cases you are responsible for assigning. These are:


Assigned Status Tabs - there are two options you can toggle between (Unassigned and Recently Assigned) and each tab provides the number of cases that are:

  • Unassigned - your 'to do list' of cases needing to be assigned to agents
  • Recently Assigned - shows you a list of the cases that have been assigned within the last three day 


As with other pages in SupportLogic, you can apply your Global Filters and that will immediately update the number of case that appear in your list. 




SupportLogic agent ranking provides an overall match for each agent within the list. Clicking on the percentage next to any agent name in the list will display the details for the five criteria used to determine the recommendation:  


  • Time Overlap: does the agent work hours that overlap with the business hours for that customer
  • Case complexity: is the case within this agent's technical know-how based on learnings from previous cases
  • Skills match: has this agent owned other cases for this particular problem and category
  • Company experience: has the agent worked with this customer previously
  • Bandwidth: is this agent's backlog too high or low enough for them to take on this case



Assign to Agent

You can also search for a particular agent and assign the case directly.


Assign to Queue

You also can assign a case to queue of agents versus an individual agent. In the example below we assign the case to the Critical Accounts queue:


Re-assigning a Case

SupportLogic enables you to re-assign cases as part of the Escalation Review workflow. When a case is re-assigned to another agent, the re-assignment is noted both in the history of the case and, if the re-assignment was completed during the Escalation Review, also noted in the escalation review details, see image below:


Case re-assignment history


To learn more about the Escalation Review workflow, see the Escalations article.






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