Set up case assignment - Amazon Connect

Set up case assignment

To help your organization clearly track ownership of cases and resolve them faster, you can ensure every case has an assigned owner who is responsible for case resolution. The owner can be a queue or an individual user.

Note

Assigning a case owner does not route the case to the queue or the individual.

The following image shows the Case list view in the agent workspace. You can filter by unassigned cases, for example, and assign ownership as needed. The default view is set to cases assigned to the agent who is viewing the list.


                The case list view in the agent workspace.

Set up agents and flows case assignment

To enable case assignment in your Amazon Connect instance, configure the following resources:

  1. Case template. Add the following system case fields to a new or existing case template:

    • Assigned queue

    • Assigned user

  2. To enable agents to assign case ownership in the agent workspace:

    • Security profile. Grant agents permission to view the queues, users, and quick connects that are going to appear in the dropdown lists in the agent workspace. For more information, see Required queue, quick connect, and user view permissions.

    • Quick connects. Create user and queue quick connects for each user and queue that you want to appear in the dropdown lists. For instructions, see Create quick connects.

    • Queues. Add the quick connects to the agent's queue. For instructions, see Create a queue.

    • Routing profile. Add the queue to the agent's routing profile. For instructions, see Create a routing profile.

      Agents see only those quick connects that are added to the queues assigned to their routing profile.

  3. To configure the Cases block to assign case ownership automatically during a flow, set the Request Fields section to Assigned Queue or Assigned User. For an image and more instructions, see How to configure the Cases block to assign case ownership in a flow.

How agents assign case ownership

The following image shows the agent workspace. Agents choose the Assign to dropdown box to assign ownership of a case to themselves (the default option), a queue, or another user.


                    The Assign to dropdown box in the agent workspace.

If agents assign ownership of a case to a queue or another user, they are presented with a prompt to choose from a filtered list of queues or users. The filtered list of available queues or users is based on the quick connects in the agent's routing profile.

Assign to queue

The following image shows an example dropdown list of queues in the agent workspace. For this list of queues to be displayed to an agent: create a quick connect for each queue, and then add the queue to the agent's routing profile.


                        The Assign to queue box.

Assign to user

The following image shows an example dropdown list of users in the agent workspace. For this list of users to be displayed to an agent: create a quick connect for each user, assign the quick connects to the queue, add the queue to the agent's routing profile.


                        The Assign to user box.

How to configure the Cases block to assign case ownership in a flow

You can configure the Cases block to automatically populate the Assigned queue or Assigned user ownership fields. When agents view the case in the agent workspace, the case ownership is already set. Agents can override the assignment as needed, but are restricted to the queues and users that are available in their routing profile.

The following image shows an example of the Properties page for the Cases block. The Request Fields section is configured to Set manually, Assigned queue. You must enter the full ARN of the queue.


                    The Cases block with request field set to Assigned queue.

There are situations where you may want to set the assigned queue or assigned user dynamically. For example, when the customer enters a DTMF number for a fraud issue, you can create cases where the Fraud department is automatically set as the case owner.