In the Routing and Tags → Routing area, several options for ticket distribution via Autopilot are available.
By SLA expiry date: If processing deadlines are stored in the tags, the ticket distribution takes place when due. Tickets that are due and overdue receive priority, with the ticket that has been overdue the longest being allocated first.
Highest priority first. In case of equal priority by SLA expiration date: If priorities are stored in the tags, the distribution of tickets is initially done according to priority. Tickets with the highest priority are distributed first, in case of equal priority, the due date according to the SLA based routing applies.
Autopilot Tag-Matching: Determines whether a clerk must have all the skills related to a ticket’s tags or at least one skill in order for the ticket to be automatically assigned to him. If “ALL” is selected, assignment only takes place if all required competencies are exactly covered. This can significantly reduce the distribution rate. “AT LEAST ONE” makes the assignment more flexible, as potentially more processors are eligible.Example:
Processor’s skills: Meter reading, Bank data and Installment
Ticket tags: Bank data, Complaint
“Operator must have AT LEAST ONE ticket tag” —> Ticket is offered to the operator in Autopilot“Operator must have ALL ticket tags” —> Ticket is not offered to the operator as he doesn’t possess the “Complaint” skill
Activate Ticket-Backlog Access Restrictions: If active, access to tickets in the backlog can be specifically restricted in the team and user settings. These restrictions only affect the backlog and autopilots, not search, history or direct access.
Last Agent Routing: If activated, the processor is automatically assigned to the ticket. If the customer responds again, the ticket is routed back to this processor. In case of absence, manual assignment to another operator is required, unless it is stored with the user. See the section Longer Absences for more details.
