• Add new picklist values Distance and Plugin to the Operational Mode field on the MatchGroup object. These values will be used to set the new operational modes in MatchGroups. Read more in Upgrading to Version 11.20 of Plauti Assign‍.

• Assignment - Assign records based on location instead of in a round-robin fashion, with the new operational mode "Distance”. When latitude and longitude of records and assignees are filled in, a record will be assigned to the closest assignee available. Read more in Operational Mode: Distance.
• Matching and Assigning - Define more extensive matching and assignment rules with the new operational mode “Plugin”. Via an Apex Class, implement your own logic for records to be matched with a MatchGroup and assigned to an Assignee. Read more in Operational Mode: Plugin.
• MatchGroups - Set up AssigneeRules to dynamically and automatically add Assignees to a MatchGroup. Add multiple Assignees to a MatchGroup with one click, based on specific criteria. Assignees that do not match the set AssigneeRules can still be added manually. Read more in AssigneeRules‍.
• Reports - Keep track of how you’re doing on the new Super Round Robin dashboard, with reports such as “SLAs Met: Average Time per Assignee”, or “Record Distribution per MatchGroup per Week”. Read more in Logs and Reports.

• MatchGroups - Cloning a MatchGroup in order to create a similar one has been improved. MatchGroup features such as MatchRules and AssigneeRules are now cloned as well, meaning you only need to make minor adjustments to set up the new MatchGroup.

If you are not using the SRR permission sets, add the following classes to the applicable profiles: 

• CaseAssignmentQueueable
• MatchGroupOperationalModeConfig
• QueueableAssignment
• srrAssigneeRepository
• srrAssigneeService
• SRRException
• srrPlugin
• srrPluginInterface
• srrPluginModel

• Capping - Assigning from a queue sometimes resulted in assignments that exceeded users' capacities.
• Capping - When multiple MatchGroups shared a Capacity Model, users that were in two or more of these MatchGroups could get records assigned over their capacity.
• MatchGroups - Custom MatchRule Logic that accidentally contained an extra space character could cause records not to be routed, even though they matched the MatchRules.
• MatchGroups - To set Custom MatchRule Logic for a MatchGroup, there must be at least three MatchRules. If one matchrule is removed, the MatchRule Logic will automatically revert to “OR". Previously, this was not always reflected in the interface, which could cause confusion.

• General - Next to email and SMS notifications, Assignees can now also receive mobile and desktop push notifications when they get a record assigned. Read more here‍.