Real-time Case Assignment for Care Agents FAQ
Table of Contents
Why do newly assigned cases appear in a New Cases banner?
If you already have cases in your My Cases list, new ones wait in a New Cases banner at the top until you choose to view them. That way your scroll position and case order stay where you left them while you're working. If your list is empty, new cases appear in it right away. If you switch views or change your sort order, any waiting cases are added to your list in their usual sorted position.
Does real-time case assignment work in queue views and the All Open Cases view?
No. Real-time delivery only works on views that show only cases assigned to you, such as My Open Cases and My On Hold Cases. Queue views, All Open Cases, and custom views that include multiple team members still update with Sprout's regular refresh, about every 30 seconds.
How does real-time case delivery affect Average Reply Time from Assignment?
Average Reply Time from Assignment measures the time from when a case is assigned to you until you reply. Before, a newly assigned case could take up to 30 seconds to appear in your list, and that wait counted toward your reply time. Now cases appear almost immediately, so the metric in the Case Management Report (Assignee Performance tab) better reflects how quickly you actually respond.
Why aren't newly assigned cases appearing instantly in my My Cases view?
First, 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 the same event as this notification. If the notification is off, new cases appear at the next regular refresh, about every 30 seconds. If the notification is already on, check that you're on a view that shows only cases assigned to you, not a shared queue or team view.
Does turning off the New Case notification affect anything else?
Yes. One setting controls both the New Case notification (in the drawer and the toast alert) and real-time delivery to your case list. Turning it off turns off both.
Will I miss a case if my connection drops?
No. Your case list still refreshes about every 30 seconds, so it picks up any case that wasn't delivered in real time.
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