How do I route incidents to my staff members based on the queue(s) they have access to?
Environment:
Accounts, Profiles / Incident Routing / Business Rules
Oracle B2C Service
Resolution:
Firstly, you need to configure incident queues and rules to assign incidents to queues. For more information and specific steps for each of the actions listed above, refer to Answer ID 1840: Creating and Using Incident Queues. See also, the 'How to Route Incidents to Queues' section in online documentation.
The staff member's profile specifies which queues the staff member can pull incidents from along with the pull policy, pull quantity, and inbox limit, or if the incidents can be assigned to them automatically.
Fill Inbox: Using the Fill Inbox feature, only incidents that are not assigned to a specific staff member and have an Unresolved status type can be pulled from a queue when agents click the Fill Inbox button.
Relevant answers on this matter:
Answer ID 7081: Fill Inbox not working even though there are no incidents in My Inbox
Answer ID 2446: Fill Inbox button is not pulling incidents to the staff member
Answer ID 5241: Fill Inbox button is not displaying in my report
Round Robin Assignment: You can configure the queue so that when incidents are assigned to the queue, the incidents are distributed using round robin assignment to the staff members who can pull from the queue. That is, incidents can be pushed, using round robin, to staff members. NOTE: Round Robin assignments work only with status type Unresolved (will not work on Waiting or Resolved status types), where the assigned value is null.
Incidents are assigned via round robin to all staff whose profile can pull incidents from that queue. For example, if you have three staff profiles that include the queue, incidents will be routed to all staff who use any of those three profiles.
When round robin assignment is enabled, incidents are assigned only to the staff members who are Not Disabled. Incidents will not be assigned to staff accounts that are disabled from assignment or locked in the Staff Accounts table.
Note: The round robin assignment does not load balance the number of incidents assigned to each staff member. It does not assign more incidents to staff members who have fewer incidents assigned to them when there is capacity for the agents. For example, if the total limit is 20 incidents per agent and an agent has 10 incidents, another agent has 15, and the last agent has 19 unresolved incidents, the remaining unassigned 5 incidents will get distributed evenly until the total limit is reached. In this example, the first agent will get 2 incidents for a total of 12, the second agent will get 2 for a total of 17, and the last agent will get 1 more incident for a total of 20.
Relevant answers on this matter:
See also Answer ID 1977: Pull policy, pull limit and inbox limit used with staff profiles.
For more incident routing options, refer to the 'Rules for Routing Customer Support Questions' section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.
