Real-time Case Assignment for Care Agents

Real-time Case Assignment in Sprout Care shows newly assigned cases in your My Cases views as soon as they're assigned to you. You don't have to wait for a background refresh or reload your browser, so you can respond faster, and your reply-time reporting reflects how quickly you actually responded.

See our FAQ

What you can do

• Receive newly assigned cases in your My Cases views as soon as they're assigned to you, whether by an automatic assignment rule or by a teammate assigning them manually.
• See new cases right away when your list is empty.
• Keep your place while you work. If you already have cases in your list, new ones wait in a New Cases banner at the top until you choose to view them, so your scroll position and case order don't change.
• Get an in-app toast notification that shows how many new cases you have.
• Get more accurate Average Reply Time from Assignment results in the Case Management Report (Assignee Performance tab), because the time it took for a case to appear on screen no longer counts toward reply time.

How to use

1. Make sure your New Case notification is turned on. Select the notifications bell, open Notification Settings, find New Case, and turn it on. Real-time delivery uses this notification, so turning it off also turns off instant delivery to your list.
2. Go to Engagement or Care and open one of your My Cases views, such as My Open Cases or My On Hold Cases.
3. When a case is assigned to you, it shows up right away if your list is empty. Otherwise, it waits in the New Cases banner at the top of your list.
4. Select the New Cases banner to add the waiting cases to your list. You can also select View on the toast notification.
5. Open any case to review and respond to the conversation.

Things to know

• Backup refresh: if your connection drops, your case list still refreshes about every 30 seconds, so any cases that weren't delivered in real time still show up.
• Cases assigned to yourself: these don't trigger a real-time update. They appear at the next regular refresh.
• Cases assigned to a queue: these aren't delivered in real time. They appear at the next regular refresh.
• Switching views or changing sort order: any cases still waiting in the banner are added to your list in their normal sorted position.
• The "N New Cases" button: while real-time delivery is working, this button no longer appears in your My Cases views.
• Availability: available on Standard, Professional, Advanced, and Enterprise plans. Automatic case assignment is available on Advanced and Enterprise plans. Average Reply Time from Assignment requires Advanced or Premium Analytics.