How do I auto assign cases?

Round Robin Case Assignment

Beta feature. Availability is limited to select customers. Contact your Worth representative to ask about access.

Overview

Round Robin Case Assignment automatically distributes new cases across your team of reviewers, so you no longer need to assign each case by hand. Each case goes to the eligible reviewer who was assigned a case least recently, based on their availability and the case limit you set for them. This keeps workloads balanced and cases moving.

How it works

User Groups

Admins can organize reviewers into User Groups from the settings page. Each group shares a case queue, so you can align groups to teams, portfolios, or review specialties.

Reviewer availability

Reviewers set their own status from the account dropdown:

• Online: eligible to receive new cases.
• Offline: not eligible to receive new cases.
• Offline Until: not eligible until the time they choose.

Admins can also change another reviewer’s status when needed.

Auto-Assignment settings

Admins configure the following for each User Group:

• Auto-assignment on or off
• The assignment method
• A case cap per reviewer
• Overflow behavior, which determines what happens to a case once every reviewer in the group has reached their cap

My Cases and Raise Hand

Reviewers see their assigned cases in My Cases, where they can mark cases complete. When they are ready for more work, they can use Raise Hand to signal that they are available for the next case.

When cases are assigned

A case is assigned only once it is flagged for manual review. It is not assigned when it is created. This means:

• Cases that are automatically approved or rejected are never assigned, and they never use up a reviewer’s turn in the rotation.
• Applications that are still in progress are not yet assigned.

How case caps are counted

Cases in Information Requested status do not count toward a reviewer’s open-case total. A reviewer waiting on information from an applicant can still receive new assignments.

If no reviewer is online

If a case routes to a group where no one is online, the group’s admin contact receives an email notification, so the case does not sit unnoticed.

Identifying how a case was assigned

The case list shows a badge on each case indicating whether it was assigned automatically or manually.

Who can manage these settings

Users with the Admin role can view and modify Round Robin settings, based on their permissions.

Frequently asked questions

Why wasn’t my case assigned as soon as it was created?
This is by design. Cases are assigned once they are flagged for manual review, so cases that are automatically approved or rejected never take a reviewer’s turn. Applications still in progress are not assigned until they reach that point.

What happens if all of my reviewers have reached their case cap?
The group’s overflow setting determines where the case goes. Admins can review and adjust this in the group’s Auto-Assignment settings.