Routing and escalation
The routing system depends 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. Each case is initially routed to the appropriate service group at creation.
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.
You must configure population and service groups before you configure the routing manager.
| Element | Description |
|---|---|
| Topics | Topics are the highest level of classification, such as Benefits, Pay, and Time Off. |
| Category | Within each topic are categories. For example, a topic called Benefits can include categories such as Medical, Dental, and Disability. |
| Subcategory | Within each category are subcategories. For example, a category called Medical can include subcategories such as High Deductible and Low Deductible. |