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Using Assignment vs. Working Hours for Case Assignments

Modified on Thu, 02 May 2024 at 06:38 PM

Purpose

SupportLogic allows you to leverage either assignment hours or working hours when configuring rules for automated or assisted case assignments.


Configuring Assignment Queues

If you are unfamiliar with Case Assignment, please refer to the Case Assignment article to learn more.



You can configure any of the Assignment Queues under CASE ASSIGNMENT to use either Assignment hours or Working hours when assigning cases to agents, as shown in the example below:



If you would like to learn about how to configure Assignment hours versus Working hours, please refer to the Shift Management article.




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