Smart-Routing

Tip

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.

Tickets that the AI is still handling are not distributed yet – for example an email that has just arrived and is still being analysed by the AI, a chat still being handled by the chatbot, or a call still being handled by the voicebot. A ticket is only distributed once an agent needs to take over. If a colleague is currently working on a ticket of the same customer, Smart Routing holds back the customer's other tickets – so two agents don't work on the same customer at the same time.

Which tickets a user receives

Smart Routing distributes tickets that match the skills and channels (email, letter, etc.) stored for the user or their team, e.g. meter reading and bank details. If no skills are stored, all tickets qualify; if no channels are stored, all channels do.

Smart Routing is switched on automatically when a user signs in. In the ticket overview it can be switched off and on again with the Ticket-Autopilot switch:

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, a ticket is assigned to the agent who last worked on it – who replied to the customer, changed its status (e.g. to "Waiting" or "Closed") or created the ticket. Should the customer respond again, the same agent receives the ticket.

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