Unified Routing allows users to route any entity to the agent whether it is case, message or a task, once it is added to the Work Queue. These entities can be added to the work queue based either by using Rule Engine/IVR/Voice Bots or by manual actions by an admin using a macro. In this article, we will learn how these entities can be added to work queue by Rule Engine followed by Manual Actions.

Adding Case to Work Queue

Cases can be added to the Work Queue using a Case Update Rule. To assign the case to work queue, add an action in the rule path. Under Actions to Universal Case, select Assign - To - Work Queue. After this, you can select the work queue to which the case should be routed to.

Adding Messages to Work Queues

Messages can be added to the Work Queue using an Inbound Rule. To assign a message to work queue, add an action in the rule path. Under Actions to Assign a message to a User/Queue, select "Assign - To - Work Queue". After this, you can select the work queue to which the message should be routed to.

Adding Tasks to Work Queues

Tasks can be added to the Work Queue using a Task Update Rule. To assign a task to work queue, add an action in the rule path. Under Actions to Tasks, select "Assign - To - Work Queue". After this, you can select the work queue to which the task should be routed to.

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Manual Actions

Supervisors can also assign cases, messages or tasks manually to the Work Queue. From the engagement dashboard, click on the asisgn button on the case card. This opens a window whenre you can enter the work queue and save it to assign the case.