Auto Assignment Enhancements

Idea created by emag on Feb 18, 2015



    These are suggestions on Auto-Assignment Enhancements.


    1. Round Robin Assignment option along with Load based one.
    2. Assignment on Resolve Date instead of active flag.
    3. Available flag can be set at Group Membership Level instead of contact level.
    4. Scoreboard or Alert to Group Manager if there are no available members in the Group


    Current challenge is if analyst is made available after a break or long leave, then all the tickets gets assigned to single individual till the load is balanced.  Since current logic checks for active tickets, even resolved/serviced tickets is considered for assignment.  This feature would really be a great productivity improvement for all Group managers.