Change in Provider Group

You can reassign the case at any time in the escalation process. You might reassign a case to manually adjust workloads. Or after initial investigation, you might determine that the case should be routed to a provider group that specializes in a particular area.

When you reassign a case to another provider group, the system uses load balancing to assign the case to the least skilled member of the new provider group and initiate the escalation process, according to the case priorities defined for the new provider group.