Final answer:
Cases for assignment can be effectively routed using agent domains or specific case attributes to ensure they reach the appropriate team or agent with the relevant expertise.
Step-by-step explanation:
To route a case for assignment in a business or customer support setting, there are multiple strategies that can be utilized. Two common methods include using an agent domain or specific case attributes. The agent domain refers to routing cases based on the area of expertise or specific department where agents have specialized knowledge. For example, technical issues may be routed to IT support agents, while billing questions are sent to the finance team. On the other hand, specific case attributes might encompass a variety of case details such as the urgency, customer status, or the type of product/service in question. These attributes help in determining the most suitable agent or team to which the case should be assigned.
You can use two options to route a case for assignment: Agent domain and Specific case attribute.
1. Agent domain: Routing a case based on the agent's domain ensures that it is assigned to the most qualified agent who specializes in that particular domain. For example, if the case is related to software development, it can be routed to an agent with expertise in that area.
2. Specific case attribute: Routing a case based on specific attributes allows for more customized and targeted assignment. For instance, you can route a case based on the customer's location, ticket priority, or any other relevant attribute.