Routing
Ticket Routing
Support
The automatic assignment of support tickets to appropriate agents or teams based on rules, skills, or workload.
What is Routing?
Ticket routing automatically assigns incoming tickets to the right agents or teams, ensuring efficient handling.
Routing methods:
- Round-robin: Equal distribution
- Skills-based: Match expertise
- Load-based: Balance workload
- Priority-based: VIPs to senior agents
- Channel-based: By contact method
- Time-based: By availability
Routing criteria:
- Customer tier/value
- Issue type/category
- Product expertise
- Language
- Agent availability
- Historical performance
Advanced routing:
- AI-powered intent detection
- Sentiment-based priority
- Automatic escalation
- Omnichannel context
Benefits:
- Faster resolution
- Better customer experience
- Optimized agent utilization
- Specialized handling
Why Routing Matters
Smart routing gets tickets to the right agents, reducing handle time and improving satisfaction.
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