Case Reassigned to Another Provider Group Member

You can manually promote the case to another provider group member at any time in the escalation process. When you reassign the case to another provider group member, the new assignee receives a full escalation interval, as long as there is adequate time remaining in the promised response time (also called the time-to-close).

You can manually reassign a provider group member by:

• Using the Assignee field to search and select a provider group member.

  You can reassign the case to a provider group member at any skill level, even a skill level lower than the current assignee. If you reassign the case to a provider group member, the system could still escalate the case back to the current assignee after the full escalation interval has passed. For example, suppose that you reassign the case from a provider group member with skill level 3 to a provider group member with skill level 2. After the escalation interval has passed, the provider group member with skill level 3 could receive the case again.

• Clicking the Re-Routing button.

  If you reassign the case by clicking the Re-Routing button, the system uses load-balancing, and it escalates the case to the next available skill level in the provider group.