A population is one or more employee user groups 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.

When a population is created, it is assigned a priority ranking. An employee can be a member of more than one population. Populations are prioritized. Cases are assigned to the population with the highest priority. If necessary, the agent can reassign the case to another available population. The case is then routed to the service group that serves that population and topic.


A population can include unique configurations of these elements:

Element Description
Properties General configuration. This is the first step to adding a population.
Privileges Rights for note editing, case printing, attachment removing, and related functions.
User Groups The groups that are assigned to the population.
SLA The service level agreement settings are used to caculate 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.
Configure Notifications Settings that are used to configure standard notifications that are related to case actions.

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.