Assignment and Fallback Options for Activity Broadcasting

The Assignment and Fallback section is displayed when you create a routing profile with the option, immediately from the Run routing drop-down list.

Note: You must enable the Collaboration service to view the Assignment and Fallback section. View the About screen to verify whether the service is enabled.

The Assignment and Fallback section is used to configure the following settings:

• To trigger activity broadcasting to multiple users, use one of the following options:
  • Automatic: Assigns activity directly to matching resources in the bucket.
  • via Collaboration: Triggers activity broadcasting to all users in the assigned collaboration group. The activity is offered to group members during the specified timeout period, and the first user to accept it gets the assignment. This method is particularly useful when you want to distribute work dynamically across a shared pool of users, such as during end-of-day backlog handling or when routing fails to find a matching resource.
    • This option can be used in Immediate Routing Plans to automatically send multiple unassigned activities to collaboration without manual intervention.
    • In the UI, manual transfer to collaboration must be done one activity at a time.
    • The Bundling feature is not supported when assigning activities using via collaboration.
• Enter the time in minutes in the Activity should be assigned in _ minutes field to set the time out period for broadcasting. If no user accepts the activity within the defined period, broadcasting is timed out. Limit is set to 99 minutes.
• Fallback option: Select the configured message scenario for the Fallback option that must run when the activity fails or when the system times out. The configured message scenario sends the failure message to the user.