How are users scored during ticket routing?
MSP Manager asks the following questions of each inbound ticket in order to calculate a user score. The score determines which user is assigned the ticket.
The score is additive. The customer, location, and skill level questions add assigned users. Only 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