What is meant by Case Allocation?
"Case Assignment" refers to the process of forwarding a specific case, request, or ticket to a designated person or department within an organization. The aim of case assignment is to ensure that the case is handled by the most qualified individual or team to provide an efficient and effective resolution. This process is crucial in areas such as customer service, support, and project management.
Typical software functions in the area of "Case Assignment":
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Automatic Assignment:
- Automatic routing of cases to the responsible employees or departments based on predefined rules or criteria.
- Use of algorithms to optimize assignments, such as based on availability, expertise, or priority.
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Manual Assignment:
- Option for manual assignment of cases by administrators or team leaders.
- Adjustments of assignments as needed according to current priorities.
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Notifications:
- Automatic notifications to the assigned person or department about new or updated cases.
- Reminders and escalations for overdue or urgent requests.
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Resource Allocation:
- Allocation of resources, such as additional team members or special tools, based on the case’s requirements.
- Management of workload and capacities within the team.