Case Assignment

After a case has been queued, it then needs to be dispatched to each CSR’s screen. The Case Dispatcher Module plays the pivotal role in this case.

See "Case Dispatcher Module" for detailed information on how this thread dispatches cases.

Some points to remember on this topic are:

A new case is assigned to a CSR from the organization to which the case belongs.
The cases are assigned based on their order in the Case Queue. The order criteria can include:
- Next Contact/Action Date
- Number of open transactions in the case
- Age of the case (Date Created)
- How long ago the case was last updated
Every case is eventually handled by a CSR in an organization.