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Routing

Several options for distributing tickets by autopilot are available in the Routing and Tags → Routing section.
  • By SLA expiry date: If processing deadlines are stored in the tags, ticket distribution is based on due dates. Due and overdue tickets are prioritized, with the longest overdue ticket being assigned first.
  • Highest priority first. If the priority is the same, then by SLA expiry date: If priorities are stored in the tags, ticket distribution is initially based on priority. Tickets with the highest priority are distributed first, if the priority is the same, the due date applies according to the SLA-based routing.
  • Autopilot Tag-Matching: Determines whether a ticket processor must have all skills related to a ticket’s tags or at least one skill in order for the ticket to be automatically assigned to them. If “ALL” is chosen, tickets are only assigned when all required competencies are exactly covered. This can significantly reduce the distribution rate. With “AT LEAST ONE”, allocation occurs more flexibly as potentially more agents are considered. Example:
    • Processor’s skills: meter reading, bank data and advance payment
    • Tags on the ticket: bank data, complaint
    “Processor must have AT LEAST ONE tag of the ticket” —> Ticket is offered to the processor in autopilot “Processor must have ALL tags of the ticket” —> Ticket is not offered to the processor, as they do not possess the “complaint” skill
  • Enable ticket backlog access restrictions: If enabled, access to tickets in the backlog can be specifically restricted in team and user settings. These restrictions only affect the backlog and autopilot, not search, history or direct access.
  • Last-Agent-Routing: If enabled, the agent is automatically assigned to the ticket. If the customer responds again, the ticket is routed back to this processor. In the case of absence, manual assignment to another agent is necessary, unless it is listed with the user. For more information, see the section Extended Absence.