Customer complains that Auto assignment is not working appropriately and the calls are getting assigned to many users in a round robin manner, even though they have not made themseleves available within SapphireIMS. Any confguration issue in AFE rule?

Customer would not have selected the option ‘Availability of Technician’ as ‘Yes’. If this option is selected, the auto assignment will happen based on the users signed-in to the SapphireIMS system using the ‘Sign-In’ option. Do not get confused with portal sign-in / log-in. In this scenario, once the user logins to the portal by entering his credentials, he has to explicitly click on ‘Sign-In’ so that the system is made aware that the technician is available.