How do I configure case routing?

Cases are automatically routed to the appropriate agents based on the departments that the agent is assigned to. To Configure Case routing you must:

  1. Login to your Resolution1 Dashboard;
  2. Click Settings on the bottom of the left-hand menu;
  3. Navigate to the Departments tab by clicking the Departments button;
  4. From here you can add/remove assign/re-assign agents  from each individual department;
  5. Find out how to set a default case department or add/remove departments.