Automatic routing and topics
Overview
- 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 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, HR, and job application
In addition to automatic case routing, cases can be designated for information technology, human resources, or job application. This is accomplished by configuring topics such as IT, HR, and job application, and by configuring service groups to serve cases with IT, HR, or job application topics.
Reports
Changes to the assignment of the case are logged as events in the Case History.