Sprinklr offers automatic routing of messages to ensure that customer inquiries, complaints, and requests are handled promptly and efficiently. The Rule Engine can be used to set up rules that automatically assign incoming messages to specific teams or agents based on various criteria such as message content, language, channel, priority level, or customer profile.

Automatic routing of messages or cases can be done using the Rule Engine. There are two routing actions available:

• Fair Assignment - When a new message or case is received, Fair Assignment automatically assigns it to the agent with the least number of assigned cases or the agent who has been idle for the longest time. This helps to ensure that all agents are receiving a fair and balanced workload and that no one agent is being overburdened with too many cases.

• Direct Assignment - Direct assignment is assigning messages/cases to a user directly based on past engagements on the case.

Points to remember

• Two Fair assignments in the same rule will not work. You will have to create two separate rules.

• If you have Direct and Fair assignments in the same rule, you should create one more rule with just Direct Assignment.

• Trigger on these rules must always be time agnostic. It is recommended to use only one trigger in one assignment rule.

Setting up Direct Assignment

• On the Rule Builder window, click the Addition iconto Add Condition. Enter a Name for the condition in the Edit Condition pane on the right.

• Under Conditions Applies To "Universal Case", select Case eligible for direct assignment from the Condition dropdown and the desired user groups from the corresponding dropdown.

• Click Add Conditions and select Choose Custom Field to prefer latest engaged agent from the Condition dropdown and Logged In or Last Engaged User from the corresponding dropdown for assigning messages/cases via Direct Assignment.

• Next, if you want to set the number of cases per assignee, click Add Conditions and select Cases Per Assignee from the Condition dropdown and enter the desired number in the corresponding field.

​

​

​

On the Edit Action pane on the right, enter a Name for the action.

Under Actions To "Universal Case", select Direct Assign Case to Preferred Agent from the Action dropdown.

Settin up Fair Assignment

• Under Actions To "Universal Case", choose Assign Fairly to one of the Users from the Action dropdown and select the desired User Group from the corresponding dropdown.

• Next, enter a number alongside Cases Per Assignee from the dropdown to set the number of cases per assignee.

• Now, select Assigned Queue as the desired queue.

• Next, select Fair Assignment if Preferred Agent is Busy as Yes.

• Now, set the Time Duration of Last Response as desired.

• You can add more actions depending upon your preference.

​

​