Setup amazon connect so your organization can assign ownership of cases to queues and users

Enhance Case Management Efficiency with Assigned Ownership in Your Organization

In order to streamline your organization’s case resolution process and maintain clear ownership of cases, it is crucial to assign each case to a responsible owner. This owner can either be an individual user or a designated queue.

Please note that assigning a case owner does not automatically route the case to the specified queue or individual.

To facilitate this process, the agent workspace provides a Case list view. Here, you can easily filter and manage unassigned cases, assigning ownership as needed. By default, the view displays cases assigned to the agent viewing the list.

To enable case assignment within your Amazon Connect instance, follow these steps:

1. Set up agents and flows case assignment:a. Case template: Ensure that your case template includes the following system case fields:
   • Assigned queue
   • Assigned user
   b. Security profile: Grant agents the necessary permissions to view queues, users, and quick connects that appear in the dropdown lists of the agent workspace. Refer to ‘Required queue, quick connect, and user view permissions’ for more information.c. Quick connects: Create user and queue quick connects for each individual and queue that you want to appear in the dropdown lists. Instructions for creating quick connects can be found in the ‘Create quick connects’ guide.d. Queues: Add the quick connects to the respective agent queues. The process is detailed in the ‘Create a queue’ guide.e. Routing profile: Add the queue to the agent’s routing profile. You can refer to ‘Create a routing profile’ for instructions.
2. Agents will only see quick connects that are added to the queues assigned to their routing profile.

To configure the Cases block for automated case ownership assignment during a flow, you can set the Request Fields section to either ‘Assigned Queue’ or ‘Assigned User.’ This ensures that when agents access a case in the agent workspace, the ownership is already specified. However, agents have the flexibility to override the assignment if required, with restrictions limited to the queues and users available in their routing profile.

When assigning ownership, agents have three options to choose from in the Assign to dropdown box:

1. Themselves (default option)
2. A queue
3. Another user

If agents choose to assign ownership to a queue or another user, they will be presented with a filtered list of queues or users, based on the quick connects available in their routing profile.

Assigning to a Queue: Agents will see a dropdown list of available queues in the agent workspace. To display this list, you need to create a quick connect for each queue and then add the queue to the agent’s routing profile.

Assigning to a User: Agents will see a dropdown list of available users in the agent workspace. To display this list, you need to create a quick connect for each user, assign the quick connects to the corresponding queue, and then add the queue to the agent’s routing profile.

For dynamic case ownership assignment, you may want to consider scenarios where the assigned queue or user changes based on specific conditions. For instance, if a customer reports a fraud issue by entering a DTMF number, you can automatically set the Fraud department as the case owner.

By following these guidelines and configuring the Cases block accordingly, you can significantly enhance your organization’s case management efficiency, ensuring each case has a clear owner responsible for its resolution.