Reset Routing

This workflow automation job forces the case to enter the routing process again. This means the case is considered brand new.

Create This Job

1. Click the app selector and select ACD.

2. Go to Digital > Automation Jobs.

3. Click Add.
4. Enter a Name that describes what the job does.
5. From the Action drop-down, select Reset routing.
6. Select the checkboxes for any queues you want to exclude from the routing.
7. Click Save.

Add The Job to a Trigger

1. Go to Digital > Automation Triggers.

2. If you need to, create a new trigger and add conditions to it. These steps can be found on the individual help page for each trigger, listed in the following drop-down:

   Learn more about creating triggers

   • Agent Defocus From Case Tab
   • Agent Focus on Case Tab
   • Before Case Closed
   • Before Message Created
   • Case Created
   • Case Inbox Assignee Changed
   • Case Routing Queue Changed
   • Case Status Changed
   • Public Secured Form Submitted
   • Message Created
   • Visitor Inactivity
   • Triggered by API

3. Locate the trigger you want to assign this job to and open it.

4. Click Add existing job.

5. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
6. Click Add.