Configuring Voice Case Assignment Status
Updated
Accurate agent availability is essential for effective case routing, capacity planning, and reporting. When a voice case is assigned to an agent, their availability status must reflect their real-time engagement to prevent incorrect routing decisions and capacity overutilization.
Problem Statement
Previously, when a voice case was assigned, the agent’s availability status remained Available. This caused several operational challenges:
Routing systems identified the agent as free, even while they were actively on a voice call.
Reporting tools were unable to accurately track time spent in each availability state.
In overflow capacity scenarios, agents already handling voice calls could receive additional social or digital cases, leading to workload imbalance.
Solution
The DP: USER_AVAILABILITY_STATUS_TO_SET_ON_ASSIGNMENT configuration resolves these issues by automatically updating an agent’s availability status when a voice case is assigned.
How It Works
Once enabled, this configuration sets the agent’s status—such as Occupied, Busy, or In Call—immediately upon voice case assignment. The updated status remains in effect until the agent’s capacity is released, ensuring accurate visibility of agent engagement across the platform.
Note: Access to this feature is controlled by DP - USER_AVAILABILITY_STATUS_TO_SET_ON_ASSIGNMENT dynamic property. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
Also, ensure that the edit permission for Unified Routing under Feature Settings. Only users with this permission can configure the status that gets applied upon assignment.
The following are the scenarios for voice case assignment status:
When USER_AVAILABILITY_STATUS_TO_SET_ON_ASSIGNMENT is configured (For example, Occupied), the agent’s status updates immediately to the specified value when a voice case is assigned.
If the default status is changed later (e.g., from Occupied to Busy), the new status applies to all subsequent voice assignments.
If the configuration is disabled for a partner:
Assignment behavior remains unchanged.
Agents retain their existing availability status after receiving a voice case.
If the configuration is enabled at the feature level for a partner:
The feature setting becomes the source of truth.
Enablement or disablement is controlled centrally, overriding previous default status settings.
Setting the Status
Click the New Tab icon. Under Platform Modules, click All Settings within Listen.
Select Feature Settings and from the left pane select Unified Routing.
Under the setting name, you can locate the DP: USER_AVAILABILITY_STATUS_TO_SET_ON_ASSIGNMENT.
Hover over the three dots and click Edit.
Enter the status you want agents to reflect immediately upon voice case assignment (for example, Occupied).
Once active, this status remains applied until the agent’s capacity is cleared.
Note: If a status is already set and later updated, the new status is applied system-wide for all future assignments.