Case Central® Knowledge Base

In Case Central®, the process of assigning out cases is called Dispatch, and it consists of two components: Queue association and the assignment of a Case Lead. All cases must be associated with a Queue before they can be assigned to an individual team member.

Case assignment can be done manually from the Case Dispatch page or through the application of Auto-Dispatch Rules. These rules are configured by an administrative user to apply the organization's operational business logic automatically, making case inventory distribution and assignment more efficient.Auto-Dispatch Rules

The building blocks of the Auto-Dispatch process are the two settings that establish the underlying procedural parameters: Auto-Assignment Methods and Default Queue Association. The selected Auto-Assignment Method determines how work is allocated amongst the members of a Queue as new cases are created. The Default Queue Association setting determines how cases not meeting any configured Auto-Dispatch Rule will be dispatched.Default Association