How does Case IQ choose which user to assign with an assignment rule?

Case IQ will select users from the rule’s assignees in turn and initially sorts the assignees alphabetically by email to determine turn order.

For example, suppose a rule has three possible assignees. When the first case is submitted, the system will assign it to the first assignee in the list. Likewise, it will assign the second and third submitted cases to the second and third assignees. When the fourth case is submitted, the system will restart the cycle and assign it to the first assignee. Case IQ will avoid assigning a case to the same user in succession, even if users are added or deleted from the list of assignees.

Can I temporarily remove someone from the assignees?

You can temporarily prevent someone from being assigned to a case, even if they should be included per the assignment rule's group. This is ideal when an investigator is unavailable due to vacation, temporary leave, or a full caseload. See Exclude a User from Automatic Assignment for full instructions.