Routing and escalation

The routing system is based on a correlation between the employee’s population, topics and service groups. A topic is a subject or theme. A service group is a collection of agents with expertise in the topic. Routing ensures that each case is initially routed to the service group that can best serve the employee.

The 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, an agent can escalate by selecting a service group in a higher tier from the drop-down menu. Changes to the assignment of the case are logged as events in the Case History.

Populations and service groups must be configured before the routing manager can be configured. The best practice is to configure these elements in sequence:

  • Topics: 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.