Setting up Assignment Engine (Legacy)

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What are Skills in assignment engine ?

For a brand, it is important that every customer query should be resolved in the least possible time and with maximum customer satisfaction. Skill based routing solves the latter by matching the skills tagged with a case to the skills that are assigned to the agents in the queue. Depending on other

Knowledge Base Article

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Setting up Assignment Engine (Legacy)

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Assignment Engine Details

The Assignment Engine is used to assign incoming cases or messages to specific teams or agents based on various criteria, such as language, priority, or customer profile. This feature is useful for optimizing case management workflows and ensuring that cases are assigned to the most appropriate team

Knowledge Base Article

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Setting up Assignment Engine (Legacy)

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Skill Based Routing

Skills-based routing is an assignment strategy to assign messages/cases to the most suitable agent, instead of simply choosing the next available agent. It improves the quality of customer services by automatically routing messages/cases to the agent who has the requisite skills to do

Knowledge Base Article

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Setting up Assignment Engine (Legacy)

Getting Started with Sprinklr Service

Reference Guide for Sprinklr Service

Sprinklr Service Glossary

Service Channels

Inbound Voice

Outbound Voice & Dialers

Case Management

Automation and Assignment

Introduction to Scheduler Engine

Setting up Agents for Routing

Scheduler Engine vs Triggers

Approval Workflows

Introduction to Assignment Engine

Introduction to Rule Engine

Setting up Assignment Engine (Legacy)

Types of Rules

Case Sampling

SLA Configuration

Triggers

Assignment Engine Use Cases

Capturing Timestamps

Rule Batches

Unified Routing Overview

How Unified Routing works ?

Basics of setting up Unified Routing

Setting up Skills

Setting up Agent Capacity

Setting up Queues

Setting up Queue based routing

Setting up Skill based routing

Using AI in routing

Additional Use Cases

FAQs

Queue monitoring

Assignment Failures and Troubleshooting

Reporting

Unified Agent Desktop

Supervisor Console

Surveys

Journey Facilitator

Sprinklr Commerce

Workforce Management

Reporting and Analytics

Conversational AI

Digital Twin

IVR

Knowledge base

Community

Quality Management

Conversational Analytics

Agent Assist

Sprinklr AI+

Customer-Facing Guided Workflows

Service Agent Personas