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Using Assignment Manager to Assign Service Requests

This method of assigning service requests requires a representative to use Assignment Manager. Assignment Manager automatically designates a customer service representative or call center agent based on skill level and availability.

To assign a service request using Assignment Manager

1. From the application-level menu, choose Navigate > Site Map > Service Requests > Service Request List.
2. From the Show drop-down list, select All Service Requests.
3. Select a SR#.
4. Click the menu button, and click Assign.

   NOTE:  The system automatically assigns the service request to a representative or presents a list of potential assignees based on skills and other rating criteria. If presented with a list of eligible assignees, select one and close the assignment window.