Intelligent Routing

In this guide we will cover:

• What is Intelligent Routing?
• Intelligent Routing of Tickets

What is Intelligent Routing?#

Intelligent Routing is a method of distributing Tickets which factors in an Agents availability, and previous interactions with the Ticket's User to assign a Ticket to an Agent. This means Tickets are more likely to be assigned to Agents who have recently worked on a Ticket for this User. Intelligent Routing is advantageous as the User is more likely to interact with an Agent they are familiar with, allowing improved Agent-User relationships. 

Intelligent Routing of Tickets#

To enable Intelligent Routing you will first need to navigate to Configuration > Tickets > General Settings, then head to the "Assignment of Tickets" section. To determine the behaviour of the Intelligent Routing you can set the "Intelligent Routing cutoff days" and "Intelligent Routing maximum Tickets". These determine how many days prior to the new Ticket being logged, and maximum number of Tickets from the same User that will be considered in the Intelligent Routing calculations. This allows you to prevent Ticket's being assigned based on old interactions.

You can determine which Agents are included in the Intelligent Routing calculation based on their Agent profile and status. In order for an Agent to be assigned a Ticket via Intelligent Routing they will require the setting "Exclude this Agent from automatic assignment (Load Balance, Round Robin etc)" to be set to "No" in the Details tab of their Agent Configuration.

To prevent Agents being assigned Tickets when they are not available, you can exclude Agent's from Intelligent Routing when they have a particular status. In Configuration > Teams & Agents > Agent Status, against each status you can toggle the option "Include Agents with this Status in Intelligent Routing" for Agents to receive Intelligent Routed Tickets when in this status.

Fig 1. Including a status in Intelligent Routing 

Intelligent Routing on new Tickets#

To force Intelligent Routing on newly created Tickets you can create a Ticket Rule. Head into Configuration > Tickets > Ticket Rules, and create a new Rule. Ensure that "Stop matching other rules when matched" is deselected, so that any other rules required can also match the Ticket. Then set the "Use" to "New Ticket". 

Fig 2. Intelligent Routing Ticket Rule

If you would like to only apply this rule to only specific Ticket Types you can restrict this using the Criteria table.

Under the Outcome section, click on the "Agent" dropdown, and select "Intelligent Routing". Once you have saved the new Rule, whenever it is matched it will use Intelligent Routing to determine the Agent assigned the Ticket. 

Fig 3. Intelligent Routing Ticket Rule outcome

If you would rather only use Intelligent Routing on manually raised Tickets, head back to Configuration > Tickets > General Settings, and enable "Show Intelligent Routing on the New Ticket Screen". Against your Ticket Type you will need to add the field "Agent" to the Field List.

Now when a Ticket is logged manually you will be able to set the "Team/Agent" field to "Intelligent Routing".

Fig 4. Team/Agent dropdown

Intelligent Routing on an Action#

If you would like Intelligent Routing of Tickets to happen on a specific Action you can enable "Show Intelligent Routing on the New Action Screen" in Configuration > Tickets > General Settings. This is useful for allowing Agents to use Intelligent Routing to re-assign, or escalate Tickets to another Team. 

Against your Action ensure you have added "Re-Assign" to the Field List. 

Fig 5. Re-assign field on an Action

Now when this Action is used Intelligent Routing can be selected in the "Team/Agent" dropdown.

Fig 6. Re-assigning on an Action