Assignment features

Articles describing features specific to assignment and routing

How do I manage user working hours and absences?
Do you need to exclude users from assignments based on working hours, vacations or other absences?  Decisions on Demand allows: Administrators to asso...
Mon, 30 Sep, 2019 at 6:04 PM
Can I have record assignments use a field other than OwnerId?
Yes, you can configure the Assign Owner action to update a field other than OwnerId.  Steps are as follows: Navigate to the policy detail page and cl...
Wed, 23 Aug, 2017 at 5:12 PM
How do I set up Load Balanced assignments?
First, if you have not already created an assignment policy, install one of the assignment templates from the Business Policies tab. You can refer to the Tu...
Fri, 7 Dec, 2018 at 1:26 AM
How do I customize the display name for assignment notification emails?
By default, emails sent out when you have configured the EmailTemplate action parameter are sent using the email address and name of the user who invoked th...
Mon, 3 Sep, 2018 at 4:06 PM
How do I set up Weighted assignments?
[This functionality is available in version 1.23.15 or higher.] Weighted assignments allow users within a group to receive a proportionally adjusted sha...
Sun, 8 Dec, 2019 at 11:31 PM