Plans and permissions:
- Export case routing data: Admin role, or a custom role with Queue configuration set to Can configure queues
Use the case routing export to check that what’s in Assembled matches your support platform. The export lists the cases Assembled received in a time range, with details such as tags, group names, and platform IDs, and the queue each case was routed to by your queue rules. It’s useful when you’re reconciling volume between Assembled and your support platform, or checking why a case landed in a queue.
To start it, go to Configure > Queues and exclusions, then select More actions (the caret next to Add queue) and Download case data.
Export case routing data
- Go to Configure > Queues and exclusions.
- Select More actions (the caret next to Add queue), then Download case data.
- In Export contact data, choose the Time range to export: 1, 2, 8, or 24 hours.
- Choose your options (see below).
- Select Export CSV. If your export is split into two files, the button reads Export CSVs.
The CSV files download to your computer.
Case routing export options
| Option | What it does |
|---|---|
| Time range | 1, 2, 8, or 24 hours, starting from, ending at, or around the time you choose |
| Contact data type | Case (ticket) data or Unit of work data. Appears if some of your channels count units of work. Platforms and channels that don’t support unit of work data are left out of a unit of work export. |
| Include additional details about queue rule matching. | Adds details about how each case matched your queue rules. For large exports, it’s available only for shorter time ranges. |
| Platform (optional) | Only cases from one platform |
| Filter | All data (default), only cases Assigned to queue, Excluded, or with No queue, or only one channel |
Note: If some of your channels count only cases and others also count units of work, a case data export is split into two files. Your browser may ask you to allow multiple downloads.
Keep in mind: If there are too many cases in the range to include queue rule details, Assembled shows Your export will be truncated. Select Export without details, or choose a shorter time range.