Hello,
I understand that I can create cases automatically from activities. I also understand that I can route cases to specific Queues automatically, and from the queue i can manually assign them to users.
What I am not able to figure out is: How can I assign cases to the users who belong to a specific team/queue, automatically based on the current number of open cases that they have.
I want to avoid coding, since Iam not good at it (unless someone helps me with "baby steps" along with the "actual code") :-D
So, what I want to do is, user who has the least number of OPEN or ACTIVE cases should get the case assigned to him/her automatically.
I really don't want to spare a resource, to just sit and keep looking at the queue, waiting for a case to drop in, to be assigned to a user.
PLEASE HELP.