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. This a queue level setting, so the round robin assignment will only take into account when an agent was last assigned a case from this specific queue. Agents may still be assigned cases from other queues, and it will not affect their status in the round robin assignment.

• 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. If a case matches multiple queues, and the same agent is in multiple queues, the system considers the maximum allowed limit across those queues for that agent.

            For example, If Agent Alice is in Queue 1 and Queue 2 and case A matches both queues then in such a scenario the system calculates the max case limit as the higher of the two limits. So if Queue 1 has Max 10 cases/day per agent and Queue 2 has Max 5 cases/day per agent then Alice can be assigned up to 10 cases per day through SL, regardless of which queue (Queue 1 or 2) assigns the cases. (note: Manual and auto assignments through SL count towards the limit but not the CRM assignments).

• 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:

• CRM queues
• Case metadata 
• Customers (Accounts, Virtual Accounts, Virtual Groups, or even individual reporters)

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.

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.  

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.