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Improve case processing with enhanced business logic-based routing (8.3)

Updated on May 3, 2021

Process cases quicker by automatically routing assignments to the most appropriate customer service representative (CSR). With improved business logic, apart from assigning a task to an operator or to a work queue, you can use custom routing options. You have a choice to create your own routing logic or select one of the default options:

  • Route based on availability and skillset
  • Route based on availability, skillset, and work load

To specify detailed routing logic, you edit the parameters of the selected routing option. For example, if your team consists of members with different levels of expertise in a foreign language, edit the parameters to route assignments to a CSR with the most expertise. By modifying the lists of operators and work queues, you can include only relevant options, such as operators with certain privileges. Custom business logic-based routing also supports conditions that check for a specific parameter in the list.

If you enter an invalid condition, an inline error message indicates the mistake, so you can quickly locate and improve the expression without checking the whole setting.

The following figure shows a sample business logic configuration:

Sample business logic configuration
Sample business logic configuration

For more information about routing assignments, see Choosing an assignee at run time in Dev Studio, Choosing an assignee at run time in App Studio, Configuring business logic routing APIs.

  • Previous topic Find cases faster with improved case tags (8.4)
  • Next topic Improve collaboration on resolving tasks with enhanced task board (8.3)

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