Populations
In Case Management, a population is a group of employees that is serviced by one or more service groups. When a case is created, it is routed to the default service group that serves the employee's population. An agent who belongs to the service group is assigned the case.
An employee can be a member of more than one population. When a population is created, it is assigned a priority ranking. When cases are created, the cases are assigned to the population with the highest priority. An agent can reassign the case to another available population. The case is then routed to the service group that serves that population and topic.
Configuration
A population has a relationship with these elements:
| Element | Description |
|---|---|
| Properties | General configuration of the population. |
| Instructions | Instructions that are shown on the case form for managers, service representatives, and employees who are submitting cases. |
| Notifications | Settings that are used to configure standard notifications that are related to case actions. |
| Service Employees | The managers and agents that serve the population. |
| Topics | The topics, supporting service groups, and the administration group that determine case routing for the population. |
| Privileges | Rights for note editing, case printing, attachment removing, and related functions. |
| User Groups | The group that is assigned to the population. |
| SLA | The service level agreement settings are used to calculate the SLA date as a benchmark for the dates by which cases must be resolved. |
| Configure Case | Case form settings, including instructions, fields and values. |
| Configure Survey | Settings that are used to configure the questionnaire that employees submit to provide feedback on service center performance. |
Configuration Considerations
If a population is based on a language, then the group rule should clearly identify the users. Consider how your service groups are configured so that the agents and service managers speak the same language as the employees they serve.
The best practice is to establish the group rules such that an employee is a member of only one population. If an employee is a member of multiple populations, then by default the population with the highest priority is set.