Default Association & Auto-Assignment
Associating a Queue to a Case by Default
Default Associations are applied when none of the configured routing rules matches the details of the case. By designating a default Queue, manual dispatch can be avoided.
Note
If manual assignment is preferred, leave the No Queue option selected. New cases will appear on the page where they can be reviewed and dispatched manually.
Auto-Assign a Case Lead
Typically, a case is assigned to a Case Lead before investigation of the case begins. Administrative users can choose an Auto-Assignment Method to direct how Case Central® selects a Queue member to assigned to the case.
If preferred, the Case Lead role can be left open for Queue members to pick cases directly from the page.
Auto-Assignment Methods
Least Work
Cases are assigned to the Queue member with the least cases currently assigned to them, of the members who have the Assign Work role for that Queue .
None
Cases are not automatically assigned. Instead, the case is available to all Queue members to pick or self-assign.
Random
Cases are assigned randomly to a member of the Queue who has the Assign Work role for that Queue.
Round Robin
Cases are assigned to Queue members who also have the Assign Work role for that Queue based on a rotation sequence.
Set a Default Association
Click
next to Set Queue.From the dropdown, select the name of the Queue you want to set as the Default Queue.
Select one of the Auto-Assignment Methods from the dropdown menu to designate the methodology for automatically assigning the Case Lead. Choose None to bypass auto-assignment.