Assignment rules with "assigned to" as candidates
Without using Groovy scripts, is it possible to create assignment rules that automatically assign a HR Help desk request to a specific agent within a queue?
We have a requirement to maintain larger functional queues for reporting purposes (for example, a Benefits Queue), while automatically assigning requests to individual agents based on employee attributes such as location(US, Canada) within a queue.
Example:
- If Category is Benefits assign to Benefits Queue and if the primary contact is in Canada → assign to Agent 1
- If Category is Benefits assign to Benefits Queue and if the primary contact is in US→ assign to Agent 2
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