Intelligent case routing with workload balancing
ART-1003_KNOWLEDGE_NODE-3
transfer session (KT) with teams as new features go out?\n\nHow to resolve them:\n\n\n  Leverage intelligent deflection and AI offloads\n    \n      For example, don\xe2\x80\x99t waste time making a human gather context, AI can now very accurately gather context and/or suggest articles.\n    \n  \n  Leverage load in terms of routing\n    \n      Normally routing is statically done or done in a round-robin manner, however, that doesn\xe2\x80\x99t work when cases may be differing in complexity.\n
Understanding a Support Lead's Pain Points and KPIs
ART-1976_KNOWLEDGE_NODE-27
created > Output > ID Owned by > Set: Pick user > Output > User |\n\nPick user node capabilities\n---------------------------\n\n* Object: Selection of ticket or conversation routing type.\n* Group: Selection of routing destination group.\n* Users: Selection of specific ticket assignment users.\n* Strategy: Selection of assignment methodology (round-robin, load balancing, random).\n* Agent availability: Assignment filters based on agent status (away or active).\n\nAdditional routing
Routing | Computer for Support Teams | DevRev