How are users scored during ticket routing?
MSP Manager asks the following questions for each inbound ticket in order to calculate a user score, which determines the user that is ultimately assigned to the ticket.
The final score is cumulative. The customer, location, and skill level questions determine which users are assigned to the ticket and then the final question about workload reduces the assignment down to the user who is least busy.
Ticket routing questions
Is this user assigned to the Customer?
- Yes = 1
- No = 0
Is this user assigned to the Location?
- Yes = 1
- No = 0
What is the user's skill level for this Ticket Issue Type?
- Skill level 5 = 1
- Skill level 4 = 0.8
- Skill level 3 = 0.6
- Skill level 2 = 0.4
- Skill level 1 = 0.2
- Skill level 0 = 0
How was this user selected?
- Individually = 1
- As part of a team = 0
What is the user's workload?
- Low: few or no assigned tickets = 1
- Moderate: some assigned tickets = 0.2 - 0.8
- High: many assigned tickets = 0