Automatic routing

Overview

The routing system is based on a correlation between the employee’s population, topics and service groups. Routing ensures that each case is initially routed to the service group that can best serve the employee.
  • Topic: A topic is a subject or theme. Topics are the highest level of classification, like Benefits, Pay, and Time Off.
  • Category: Within each topic are categories. Examples of categories within a topic called Benefits could be Medical, Dental, and Disability.
  • Subcategory: Within each category are subcategories. Examples of subcategories within a category called Medical could be High Deductible and Low Deductible.
  • Service group: A service group is a collection of agents with expertise in the topic.

Configuration and operation

System administrators create topics and assign them to populations. Each population must be assigned at least one topic. System administrators assign a default service group to a topic. When the system recognizes a topic in a case, the topic is routed to the assigned service group. Some organizations implement a multi-tier service center. With this type of service center, service center users can transfer cases from one service group to another. With multi-tier service centers, one or more service groups are assigned to each tier. This establishes the possible routing paths for cases. The automated routing manager relates the service groups and tier levels that serve the employee population and topic that are specified in the case form when a case is created. If the default service group is unable to resolve the issue, then an agent can transfer the case by routing it to a service group in a higher tier.

Cases for IT and HR

In addition to automatic case routing, cases can be designated for information technology or for human resources. This is accomplished by the configuration of topics as IT or HR and by the configuration of service groups to serve cases with IT topics or HR topics.

Reports

Changes to the assignment of the case are logged as events in the Case History.

The Where Used report provides information on the related use of topics in quick cases and case creation email channels. This information makes it easier for you to discern the effects of retiring a topic. The Where Used report is available as a tab in the routing manager when you view a topic, category or subcategory.