Assign a case to an agent

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • As an Outsourced Customer Service external manager you can assign a case to an agent under your group.

    Before you begin

    Note:
    The outsourced customer service external managers [sn_csm_ocs.ext_manager] can perform their designated tasks using UI16 interfaces, as workspaces are not supported at the moment.

    Role required: sn_csm_ocs.ext_manager

    Procedure

    1. Navigate to All > Outsourced Customer Service > Cases > Unassigned.
    2. Open a case.
    3. Enter the name of the agent in the Assigned to field and select the agent from the list displayed.
      You can also click the Lookup using list icon (Lookup using list.) and select the agent.
      Note:
      The Assignment group field is pre-populated with the group name. The list of agents belonging to that group is displayed when you lookup.
    4. Click Update.