Assignment Engine to Unified Routing Manual Migration
Updated
This article formalizes the process of migrating from the Assignment Engine to Unified Routing. Unified Routing is enabled by default for all new and upcoming clients from the start of partner configuration and setup. However, some clients may already be using the Assignment Engine for case assignments to agents or rule-based assignments.
Note: To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
General Reasons for Migration
Voice Enablement
Complexity of Rule-Based Assignment Workflows
Channel-Based or User Group Level Capacity Configuration
Support for Custom Channels
Assignment Settings on User Group Level
Difference between Unified Routing and Assignment Engine
Feature | Assignment Engine | Unified Routing |
Queues | - Divided into two sections: Queue Based Routing (QBR) and Skill Based Routing (SBR) - All queues are omnichannel except Voice. | - All queues are equivalent and omnichannel, including Voice. |
Skills | - Assigned to agents at a user level. | - Can be assigned to agents at both user and user group levels. |
Agent Capacity | - For QBR queues, agent capacity is defined in queue settings. - For SBR queues, capacity is based on user-level configuration. - Total capacity for a user assigned to both QBR and SBR queues is the sum of capacities defined at queue and user levels. | - Capacity configuration can be defined at individual or user group levels. - During migration, ensure new configuration matches the agent capacity in Assignment Engine. |
Channel Based Capacity Configuration | - Not Available | - Capacity can be defined based on the channel type of a case. |
Overflow Capacity | - Not Available | - Allows defining overflow capacity to extend an agent’s default capacity for handling more cases. |
Custom Channels | - Not Available | - Combine two or more standard channels to create custom channels. - Additional functionalities include creating custom channels based on skills and custom fields tagged to a case. |
Unified Routing Enablement Steps
To enable Unified Routing, follow the process outlined below in the specified order:
Enable Unified Routing in Sandbox/Staging Environment.
Testing and Verification of Case Assignment Flow in Sandbox/Staging Environment.
Enable Unified Routing in Production.
The above steps should be executed in the top-to-bottom order. Detailed steps for each phase are described further in the document.
Enabling, Testing and Verifiying Migration in Sandbox/Staging
Refresh Sandbox/Staging Environment
Ensure the sandbox/staging environment is refreshed to have the latest configuration from the Live/Production environment. This minimizes the risk of assignment issues when Unified Routing is enabled in Live/Production.
Reach out to your Success Manager
You can submit a request at tickets@sprinklr.com reach out to your Success Manager to migrate from Assignment Engine to Unified Routing.
Customers are primarily responsible for configuring and assigning the appropriate capacity profiles to agents and user groups. To initiate the migration, raise a request through your Success Manager, who will coordinate with the necessary support and engineering teams.
Testing and Verification of Case Assignment Flow in Sandbox/Staging Environment
Once the migration is done and is enabled in the Sandbox, the IC/PS/MS team must conduct thorough testing of all workflows and assignment use cases currently configured in the Assignment Engine to verify the changes post the migration.
Verify Queue Configuration
Ensure that queues are configured correctly, including:
Routing Type
Routing Configuration
Assignees
Stickiness Settings
Check Voice Settings
If Voice is enabled, confirm that voice settings are assigned correctly to users and user groups.
Monitor Queue Metrics
Check that Queue Monitoring metrics (e.g., SLA% for Voice Cases, Average Wait Time, Estimated Wait Time). If any issues arise, raise a support ticket.
Create and Test Dummy Cases
Create dummy cases from all customer channels/accounts and test whether they are assigned to agents as expected.
Check if the correct channel is tagged on the case when it enters the Work Queue.
Verify Case Assignment
Ensure case assignment is done according to priority rank.
If Skill-Based Routing is used, confirm that cases are assigned only to agents with all required skills.
Check if cases are consuming capacity according to the defined capacity profiles.
Verify that stickiness settings are functioning as expected.
Ensure that post-assignment rules are being triggered correctly.
Configure the Basic Configuration and Additional Setup Configurations
Create Capacity Profiles
Define consumed capacity for each channel according to customer requirements.
Manage Skills
Create new skills if required and verify that all skills are assigned correctly to users.
Test Additional/New Use Cases
For any additional or new use cases, implement necessary configuration changes and test the assignment flow.
Enablement Steps in Live/Production
The request for enabling Unified Routing in the Production/Live environment can be approved only when all steps of the Sandbox/Staging enablement have been successfully completed. If any issues are found during the implementation of Unified Routing in Sandbox, enablement for Production will be denied.
Approval Process
The Configuration and Enablement Team will seek approval from the Product Team. They will review the completion of Sandbox testing with the PS/IC Team.
Upon successful validation of the details, the enablement request will be sent for approval to Unmesh Desale (unmesh.desale@sprinklr.com).
Timing of Enablement
The Configuration and Enablement Team will only enable Unified Routing in Production during Non-Business Hours. Enablement should occur at least 3 hours prior to the start of business hours to allow the IC/PS team time to set up and verify the configuration. The entire migration process takes approximately 15 to 30 minutes to complete.
Make Outbound Changeset
Create an outbound changeset from Sandbox to the Live environment, which will include all configured Queues, Skills, Capacity Profiles, and Agent settings.
Testing in Live Environment
Conduct one round of testing for case assignment in the Live environment by assigning test cases to test agents.
Post Enablement Steps and Sanity
After the enablement of Unified Routing, the IC/PS/MS team must monitor case assignments during working hours. If any issues are reported, please contact the Sprinklr Support team at tickets@sprinklr.com for assistance.