Did you know you can auto-assign critical cases to the most available experts in HR Case Management?
Critical cases require immediate action:
• Compliance
• Emergencies
• Harassment
• Safety
• Security
• Workplace violence
Documenting sensitive situations is key for mitigating legal exposure. Critical cases provide a secure record of actions taken.
General Case Routing
For general concerns, HR Case Management's routing manager rules use up to three criteria—the topic, category, and subcategory—to send cases to the right service group's Tier 1 agents.
Triaged Case Routing
For critical issues, triage rules can use criteria in additional areas of the case form to route cases, e.g., population, subject term(s), issue term(s), etc. Triage rules bypass routing manager rules to send critical cases to service groups’ higher tier agents for expedited service.
Customers can create triage rules via the Process Builder in the Active Cases report or the Process Builder/Triage Rule menu. They can enable and disable triage rules as per business need.
However, Triage Rules route critical cases to a specific service group—not to an individual service center user.
Targeted Case Triaging
Triage Rules' “Auto Assign” feature routes the most urgent cases to experts with the fewest assigned cases. Auto-assigned cases appear in the assigned agent’s My Cases report.
If multiple agents have the same number of assigned cases, the auto-assign task sends the triaged cases to one of the agents at random.
Ticking a Triage Rule's “Auto Assign” check box routes matching cases to the service group agent with the least number of assigned cases.
Benefits
• Auto Assign distributes triaged cases efficiently.
• Only agents with the lowest workload receive auto-assigned triaged cases. Agents with large backlogs of cases never receive urgent cases that require instant action.
• Auto-assigned agents can address and resolve the most important cases quickly.
• Critical cases route to a specific agent instead of the Triage Queue.
• The Auto Assign feature is available in both new and existing Triage Rules, easily enabled and disabled.
Prerequisites
• The Triage Rule user account must exist in Knowledgebase Admin > Users—e.g., PBTriageUser. This account is for auditing purposes only, not for users who work on cases.
• In Case Management Admin > Application Settings, in the Process Builder Rights area:
• The Enabled switch must be set to "Yes."
• At least one service user role switch must be set to "Yes"—ServiceRep, ServiceMgr, and/or ServiceAdmin.
• In the Auto Triage User field, the Triage Rule user ID that was created in Knowledgebase Admin > Users must appear, e.g., PBTriageUser.
• In the Process Builder, at least one Triage Rule must exist.
Enabling Auto Assign for Triage Rules: Steps
Method 1:
1. Log into the portal as a setup administrator (CMsetup), access the portal menu, and navigate to Case Management Admin > Process Builder > Triage Rules.
2. On the Triage Rules page, click on a Triage Rule’s name—or click Add to create a new Triage Rule.
3. The Triage Rule’s Properties appear on the right. Scroll down to the Triage Action area, tick the Auto Assign check box, then click Update.
For a new Triage Rule, define its criteria by configuring its fields and ticking its check boxes, tick the Auto Assign check box, then click Save.
Method 2:
1. Log into the portal as a service administrator (ServiceAdmin), access the portal menu, and navigate to Case Management Analytics > Case Reports > Active Cases.
2. On the Active Cases page, from the Process Builder drop-down menu, select Triage Rules.
3. In the Triage Rule pop-up for the new Triage Rule:
• Select the criteria to define the triage rule by ticking their check boxes and configuring their fields.
• Scroll down to the Triage Action area and tick the Auto Assign check box.
• Click Save.
Result
When a new case's criteria matches the auto-assigned Triage Rule, the rule determines which service group agent has the least number of cases in his or her My Cases queue and routes the case to that agent.
For questions or more information, contact your HRSD Advisor (Customer Success Manager (CSM)).
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