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Case Assignment

edited Nov 22, 2019 10:28AM in CRM 1 comment

I think what I need to do is 'trick' the system.  For our CSR's, cases coming in via the web are 'unassigned' - and that's great.  Cases coming over the phone get evenly routed to our CSR's by our phone system - perfect.  But...there are times that the customer service issue needs to be escalated or handed over to a sales rep because the issue is of a technical nature.  In these cases our CSR staff finds a sales rep that is not busy and doesnt mind helping but what happens is that the nicest guy (the guy who gives

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