Overview

Enneo's smart-routing ensures that incoming tickets are automatically classified and distributed to the appropriate employees or teams. AI, rules, skill-based allocation, and SLAs work hand in hand – across channels and consistently.

Introduction in Videos - Routing in enneo

Tags – Technical structure for every ticket

Every incoming request in enneo automatically receives one or more tags assigned. Tags give a ticket a technical meaning and form the basis for all further decisions in the system. They can represent the following features:

• Areas of expertise and responsibilities
• Products
• Organizational units or brands
• Customer and contract characteristics
• Internal processes or workflows

Additionally, tags can be configured with central attributes:

• Visibility: determines whether a tag is visible, limited visibility, or disabled
• Priority: influences the routing order
• Complexity: controls the weighting in case of multiple recognition
• SLA: defines processing deadlines
• Routing-Relevance: Inclusion or exclusion from skill-matching

The recognition happens automatically – through AI, rules-based conditions (ticket-, customer- or contract properties), channel or subchannel assignment, or a combination thereof.

Tags are managed in the Settings → Skills & Routing section.

Routing – Targeted distribution based on tags

Based on the set tags, enneo automatically decides which team or which employee a request will be forwarded to. The assignment considers multiple factors:

• Skill-Matching: Comparison between ticket tags and the skills stored for employees
• Backlog-Access: Control which tickets employees can see or edit
• Order of assignment: Prioritization according to configurable sequence (e.g., priority, SLA, first or last customer message)

Routing is configured in the Settings → Skills & Routing section.

Phone calls: how enneo picks the right agent

For an incoming call, enneo picks the agent in this order:

1. Previous contact: If the "Last agent" feature is enabled and the caller has already been in contact with a specific agent, that agent is preferred.
2. Skill priority: Otherwise, whichever available agent has the highest priority configured for the recognized concern is picked.
3. Waiting time since the last call: At equal priority, the call goes to whichever agent has waited longest since their last call – so calls spread out evenly instead of piling up on a few agents.
4. Random: If a choice is still open after that, it is made at random.

An agent who has just been offered this same call is briefly skipped, so a call that could not be delivered moves on quickly to someone else instead of repeatedly landing back on the same person.

The Interplay

The classification through tags forms the basis for smart-routing. The result is traceable, scalable processes: Decisions are based on clearly defined logic – without manual interventions.

The interplay of both concepts goes beyond classic forwarding rules: As a result of precise Skill-Matching, requests always end up with the right contact person – without manual pre-sorting. SLAs can be set per tag, and the Smart Routing considers absences, priorities, and deadlines. This makes work fair and efficient. And thanks to AI recognition, the system independently sets the right tags – even if the customer does not explicitly mention their concern.

The following articles explain the configuration in detail: from SLAs and working hours across routing options to tag configuration and smart-routing.