Matching rules for case assignment

Use a matching rule to create a configuration for the assignment workbench.

The assignment workbench configuration is stored in a matching rule that is based on the Selection criteria matching type.

The default configuration uses the Recommendation for Case Assignment matching rule, which uses three of the four default matching criteria:
  • Availability Today
  • Matching Skills
  • Assigned Cases

You can customize this matching rule to meet your specific need for calculating agent recommendations. This matching rule can also be used for auto assignment if you create an assignment rule.