Populations
A population is one or more employee user groups that is serviced by one or more service groups. For each new case, routing uses the default service group assigned to the employee’s population.
Each population has a priority level. For employees who belong to multiple populations, the population with the highest configured priority is used for routing purposes.
If necessary, an agent can reassign the case to another population. The service group assigned to that population and topic then receives the case.
Configuration
This table shows the configuration elements that can be defined for a population:
| Element | Description |
|---|---|
| Define general settings, which includes the first step to adding a population | |
| Set permissions for editing notes, printing cases, and removing attachments | |
| Assign employee user groups to the population | |
| Configure the Service Level Agreement (SLA) settings that are used to calculate the SLA date as a benchmark for the dates by which cases must be resolved | |
| Customize the case form layout including instructions, standard fields, and custom fields | |
| Define the survey that employees complete after a case is closed to provide feedback on the service center performance | |
| 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 define group rules so that each employee belongs to only one population. If an employee is a member of multiple populations, the population with the highest priority is set by default.