ER - Auto Assignment Based On Queuing System (Doc ID 2163392.1)

Last updated on APRIL 28, 2017

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Goal

Auto assignment based on queuing system

To allow SRM to auto-assign messages to users based on work load balancing feature. This could be an optional feature that can be activated by managers if they like (for example Message Locking feature).

The SRM has to be able to detect inbound unread messages and then to auto-assign it to the members within a team based on the number cases still pending in their assignment buckets. For example: Agent A has 10 assignments and Agent B only has 3 assignments. System will be able to auto-assign incoming new messages to Agent B for follow up.

This enhancement will greatly save the team's time and will exclude the need for a manager to manually check through number of messages in each of their member's inbox.

 

Solution

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