Case Assignment (Engage Legacy)

Case assignment is important because it ensures efficient issue resolution, enhances customer satisfaction, optimizes workforce, utilizes resources effectively, tracks progress, and provides data for improvement in customer service and support.

‍Implementation steps

Case assignment gives a service agent the ability to assign a case to themselves or to another service agent which provides a structured approach to handling customer interactions, ensuring that issues are addressed efficiently and effectively, leading to improved customer satisfaction.

Important: To create a Case, a customer profile needs to be created

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In order to assign a case to an agent, the following steps need to be taken:

Create a new case by clicking on the Cases tab in the right hand panel within the Engage Desktop. Click on the new case button found in the cases tab. You can Select the type of Case you want to create based on the cases templates that have been configured in Connect. This will open up a form to create your new case.

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You will notice two new drop-down fields have been added to the create Cases template, Assigned User and Assigned Queue. As mentioned above these are the two values that give agents the ability to assign a case to either an agent or a queue to a Case for faster resolution time. Select these new values if required as well as all the form details pertaining to the case and click Create.

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You have now successfully created your customer Case and can view it in the main or left panel.