Enable shift-based routing for cases and conversations

You can configure assignment rules to route and assign cases and conversations based on your customer service representatives' (service representative or representative) shift schedules. By verifying representative schedules in advance, you can reduce delays caused by routing work to off-duty representatives.

It also considers shift assignments and time off when routing work.

Prerequisites

Complete the steps in Set up user management.

Enable shift-based routing

1. In the site map of Copilot Service admin center, select Workforce management in Operations. The Workforce management page appears.
2. In Shift & Schedule Management, select Manage next to Shift-based routing.
3. On the Shift-based routing page, set the Enable routing based on shift bookings toggle to On.
4. Select Save and Close.