Assigning legal request
Legal requests can be automatically assigned via an assignment rules or Advanced Work Assignment. You can also use Predictive Intelligence to predict the assignment group.
For assigning legal request adopt any one of the following solutions:
- Use assignment rules to directly assign legal requests. For more information, see Assignment rule to automatically assign legal requests or matters.
- Use Advanced Work Assignment for Legal Service Delivery to assign legal requests to agents. This feature considers availability, capacity, and optionally, skills. For more information, see Advanced work assignment for Legal Service Delivery.
- Use Predictive Intelligence for Legal Service Delivery which uses machine-learning algorithms to predict the subcategory and assignment group. Predictions with high confidence are automatically populated in the fields, while predictions with low and medium confidence are displayed as suggestions. For more information, see Predictive intelligence for Legal Service Delivery.
- Use both assignment rules and Predictive Intelligence for Legal Service Delivery. For predictions with high confidence, the value for the assignment group is automatically updated in the field. For predictions with low and medium confidence, the suggestions are displayed and the assignment rule functionality populates the assignment group based on your configurations.