OverviewSupportLogic enhances your customer support operations by providing intelligent case assignment features. Beyond the basic Assignment Board, it allows you to create specific assignment queues, apply logical conditions for case assignments, and configure agent shift schedules. This ensures that the right cases are assigned to the right agents at the right time, improving efficiency and customer satisfaction. PurposeUse the Assignment Board 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, availability, and a range of other factors. |
This article introduces case assignments, configures the assignment queues, and steps you through using logical statements to refine to whom and when agents are assigned certain cases. Key features:
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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":
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.
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