What role does case assignment play in agent workflow?

Case assignment is a critical component of the agent workflow because it directly influences how workload is distributed among agents. When cases are assigned effectively, it ensures that each agent has an appropriate number of cases to handle, which can lead to increased efficiency and faster resolutions. Distributing cases based on factors like the agent's skills, current workload, and availability allows for a balanced workload, preventing any one agent from becoming overwhelmed while ensuring that cases are addressed in a timely manner.

This optimized assignment process enhances overall case management within the service environment, allowing the team to maintain a high level of service quality and responsiveness. When agents are not overloaded, they are more likely to provide focused and effective customer service, leading to improved customer satisfaction. Therefore, case assignment plays a fundamental role in how agents engage with their work and support their customers.