Routing rules in an omnichannel ticketing system automate the distribution of customer interactions, or tickets, to agents or departments based on specific
criteria like workload, skill set, or ticket priority. Their goal is to ensure tickets are handled efficiently
and effectively by the most appropriate agent, improving response times, and the overall customer experience.
The ticket routing rule provided by iMedia allows you to dictate how tickets are distributed to agents. You can filter and route tickets in several ways, such as based on the communication channel that generated the ticket or by analyzing keywords in the subject line or body of the ticket. Additionally, routing can be based on the customer's email address or the email addresses of individuals who are copied (Cc-ed) in the email.
The ticketing system feature of iMedia automates the assignment of tickets to specific campaigns, teams, or individual agents. The goal is to resolve tickets quickly and to the customer's satisfaction. This can be achieved by distributing tickets in a way that assigns them to available agents who are also skilled in handling the specific query, using ticket routing rules.
This feature allows tickets to be assigned to agents or departments based on their specific skill sets or areas of expertise. For example, a technical support inquiry could be routed to an agent with advanced technical knowledge, while a billing-related ticket might go to an agent skilled in handling financial matters. This ensures that the right person is handling the ticket, which can lead to faster resolution times and higher customer satisfaction.
Load balancing ensures that the ticket workload is evenly distributed among available agents or departments. This feature takes into consideration the current workload of each agent and assigns tickets to those with the lowest load. This prevents any single agent or team from becoming overwhelmed with too many tickets and ensures that all tickets are addressed in a timely manner.
