Automating with Case Routing

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Overview

Case Routing allows the system to automatically deliver new cases to Agents as they come into Desk.com from all your channels based on priority and Agent availability.

Note: The feature(s) in this article requires the Standard Plan or above.
 

​Enabling Case Routing

Step 1: You'll want to start from the Admin and navigate to Cases > Agents. You will have two options for enabling Case Routing:

  1. All Cases (Enabled): This will apply the same routing logic to all cases that come in, assigning the highest priority cases to the most available agents.
  2. By Case Filter: This will only apply routing logic to a specified Case Filter that you have already configured. For example, if you have a Case Filter set up for Chat cases and you enabled routing for the Chat Filter, only Chat Cases will be routed.

Step 2: In the Case Routing field, select which case routing option you want to enable: By Case Filter or Enabled (all filters).


Routing cases by filter

If you selected Case Routing By Case Filter, enable the filters you want to route cases from. 

  • Go to Admin > CasesFilters
  • Click the pencil icon next to each filter to edit it, and enable “Allow Routing

Before you enable routing for the Case Filter, make sure that the right Agents have permission to that filter, and that the filter’s sort order is configured so that after a case is updated by the Agent, it will no longer be the first case in the filter.

To begin routing cases, the Agent must enable Case Routing from within the Agent Desktop by clicking the "Play" button on the Case Filter. Cases will be automatically routed according to that filter’s default configuration, ensuring that the Agents can be alerted when urgent items appear in their specified queue while allowing them to continue working on all of their other cases as well. To stop Case Routing, simply click on the "Pause" button.

 

Routing View Options

There are two options for how routed cases appear on the screen:

  1. Full Screenpop dialog box: For environments like fast-paced call centers, where cases need to move through the system quickly and efficiently. This is the default
  2. Passive Screenpop bar on top of the screen: For environments where interruptions without warning are unwelcome, impede workflow, or block the screen view.

To enable Passive screenpop: From the Admin navigate to Cases > Agents > Passive Screenpop


Here's what the Passive Screenpop looks like once a case has been routed:

And this is what it looks like once the Agent accepts the routed case:



 

Routing Frequency Options

As an Admin, you can choose to enable Single Case Routing. When enabled, Agents will never receive a routed case while they have a case open. As soon as the case is closed, routing will resume. This enables the Agent to continue to receive routing notifications–but only when they’re not actively working on a case.

To enable Single Case Routing: From the Admin navigate to Cases > Agents > Route One Case at a Time


Working Routed Cases

When Case Routing is enabled, Agents receive a screenpop (dialog box) to alert them to work on the next case or a more important case. Routing order is determined by the highest priority and then oldest item in the system that's either New or Open and is assigned to a group that the Agent belongs to or the Agent himself.  

So if something is assigned to an Agent, it will only route to that one Agent. If something is assigned to a Group, all Agents that belong to the Group could theoretically get it, but the Agent that is most available (not working on any other cases or working on less cases than other Agents) will get the routed case.

The Screenpop is visible for a set period of time determined by the “Screenpop Timeout” setting.


Case Routing Features for the Classic Agent

Agents can also choose their preferred alert sound from the Classic Agent Desktop Settings.

Note: This feature will only work when using the Classic Agent.
 


Agent Settings for Routing in the Classic Agent

Within the Agent settings there are two options related to routing.

Note: This feature will only work when using the Classic Agent.
 

  1. Accept Case on Screen-pop automatically accepts a Screen-popped case. (Agent will not see the Screenpop)
  2. Start Routing on Login automatically starts routing as soon as the Agent logs in.