To receive work items from case queues and route them to support agents, you can create a workflow or automation system. This system can include:
1. Case Management Software: Utilize case management software or customer relationship management (CRM) tools that have built-in features for managing case queues, assigning cases to support agents, and tracking their progress.
2. Ticketing System: Implement a ticketing system that automatically generates and assigns tickets for incoming work items, ensuring they are distributed to the appropriate support agents.
3. Workflow Automation: Create workflows that define the steps and rules for routing work items. These workflows can be configured to assign cases based on criteria such as priority, type, or agent availability.
4. Automated Routing Rules: Set up automated routing rules that determine which support agent or team should handle specific types of cases or work items. These rules can be based on skills, workload, or other factors.
5. Round-Robin Assignment: Use a round-robin assignment method to evenly distribute work items among available support agents, ensuring a fair allocation of cases.
6. Priority-Based Assignment: Prioritize work items and assign them to agents based on their importance or urgency, ensuring critical cases are addressed promptly.
7. Load Balancing: Implement load balancing mechanisms to distribute work items evenly across support teams or agents to prevent overloading any one individual.
8. Escalation Rules: Define escalation rules that automatically route work items to higher-level support or management if certain criteria or service level agreements (SLAs) are not met.
9. Reporting and Analytics: Implement reporting and analytics tools to monitor the performance of your routing system, agent productivity, and case resolution times.
10. Notifications and Alerts: Set up notifications and alerts to inform agents when they have new work items assigned to them or when cases require immediate attention.
By creating a well-designed workflow and using the appropriate tools and automation, you can efficiently receive work items from case queues and ensure they are routed to support agents in a manner that optimizes productivity and customer service.