Smart-Routing

Prerequisites and operating principle

Smart Routing assigns tickets that are in the “open” status, and where the tag configuration matches the respective agent or team. This also applies to internal procedures.

Prerequisites

In order for Smart Routing to be activated, skills and/or channels (email, letter, etc.) must be stored for the user, e.g. Meter reading and bank details.

The activation itself either happens automatically or in the ticket overview:

Operating principle

Smart Routing assigns the tickets to the agent automatically, matching his/her skills. Depending on the routing option, assignment is primarily by due date and/or priority.

Navigation to the next ticket is through the arrow to the right of the ticket ID:

Essential information

If the routing option Last-Agent-Routing is activated, the system automatically assigns the last agent when a ticket is closed. Should the customer respond again, the same agent receives the ticket.

If, however, a lengthy absence is listed for this individual, the routing ignores this rule and routes the ticket to a team member or another user with corresponding skills.