Assign Cases to the User Manager for Evaluation

You can assign cases to the agent's manager for evaluation by first copying the agent's manager into a case custom field using the copy action. Then, assign that case to the manager for evaluation.

1. Create a Case Update rule to retrieve the last engaged user details of a case, such as the manager's name, and copy it into the desired case custom field.

2. Create another Case Update rule and utilize the Assign action to assign cases for evaluation based on the manager's information obtained in the previous step. Select the custom field where the manager's information is saved, and set the desired audit checklist. Specify the agent to evaluate as the last engaged user or as desired.

By implementing these steps, you can efficiently assign cases to the user manager for evaluation.

Assigning Cases to Work Queue for Random Distribution Based on Capacity

Create a Case Update rule to allocate cases for evaluations randomly among quality managers within a work queue based on their current workload capacity. Add the Assign action, select the designated work queue and audit checklist as per your specific needs.

Utilizing Custom Channels for Auditor Capacity Management in Unified Routing

When assigning cases for evaluations to work queues through Case Update rules, you have the option to associate a case with a custom channel created in Unified Routing. This means that when configuring capacity for auditors in Unified Routing, you can utilize this associated custom channel to define the auditor's capacity specifically for evaluations.