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Staff member will be picked based on the configurable rules. Preferred staff member role can be configured to be different based on the case status, type or group.
The rules can be configured under Admin → Picklist Maintenance → Call Routing.
Rules Example:
Case Group | Case Type | Case Status | Priority | Case Role | |
|---|---|---|---|---|---|
| 1 | All | All | All | -1 | Paralegal |
| 2 | Social Security | All | All | 1 | Case Manager |
| 3 | VA | VA Appeal, | All | 2 | Attorney |
| 4 | VA | VA Initial Claim | All | 2 | Case Manager |
| 5 | Auto Accident, | All | Pre-Lit 00 - Reporting, | 4 | Case Manager |
| 6 | Auto Accident, | All | Pre-Lit 06 - Pending, | 4 | Attorney |
| 7 | Auto Accident, | All | Settled 10 - Money Being Held, | 4 | Billing |
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