The Assignment Engine streamlines and assigns incoming cases or messages to designated teams or agents based on various criteria, such as language, priority, or customer profile.

The assignment engine enables support teams to:

• Centralize Configuration: The assignment engine provides a unified interface for configuring and managing message and case assignments.

• Intelligently Route Cases: The assignment engine assigns messages to the appropriate agent based on various criteria including capacity, availability, priority, and previous interactions.

• Optimize Workflows: The assignment engine enhances case management workflows by ensuring cases are directed to the team or agent best suited by their skill set and current workload.

Advantages of using the Assignment Engine

• Unified Management: Provides a single screen for assignment configuration and management across partners

• Workload Balancing: Enables configuration of backup agents to manage uneven workloads.

• Visibility for Supervisors: Allows supervisors to view all assignment details and logs in one place.

How Does the Assignment Engine Work?

The assignment engine utilized entities known as Work Queues to assign cases. However, the entire case assignment logic comprises of two entities working together - the rule engine & assignment engine.

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Rule Engine (Steps 1,2,3 in above figure)

• Captures messages within Sprinklr.

• Applies configured rules to tag messages with attributes like language, priority, and sentiment.

• Associates messages with new or existing cases.

• Routes cases to different Work Queues for agent assignment.

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Work Queue (Step 4 in above figure)

• Stores cases for assignment

• Assigns agents or agent groups to the queue

• Sets conditions for case assignment order based on creation time, priority, and associated skills.

• Matches cases with the most qualified available agent.

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Holding Queue (Step 5 in above figure)

• Temporarily holds cases when agents are at full capacity.

• Ensures cases are queued until an agent is available to address them.

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