At the time customer books an choose, the case is soft-assigned to an agent and that agent is notified of the same. Soft- assignment means that the agent's capacity is blocked so that customers are not able to double-book an agent.

Four types of notifications: 

• At the time appointment is created

• Reminder 1 (10 minutes before the appointment)

• Reminder 2 (1 minute before the appointment)

• At the time of appointment. Clicking on this notification will navigate the agent to the case.

At the time of appointment, the case is actually assigned to the agent. If the agent is not available, then the case will be assigned to a free agent in the work queue. If no agents are available the appointment wil be cancelled and the customer will be notified of the same