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Routing

In the area of “Routing and Tags” under “Routing”, several options for ticket distribution using autopilot are available.

  • By SLA expiration date: If processing deadlines are stored in the tags, ticket distribution takes place according to due date. Tickets that are due or overdue are given priority, with the longest overdue ticket being assigned first.

  • By priority (if priorities are equal, distribution is done by SLA expiration date): If priorities are stored in the tags, ticket distribution initially takes place according to 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.

  • Last-Agent-Routing: If activated, the last handler is assigned to the ticket. If the customer responds again, the ticket is routed to this handler. In case of absence, a manual assignment to another handler is necessary.