Overview of Automated Ticket Distribution

Purpose of the Feature

This is a feature that automatically distributes tickets to agents. It equalizes workload and prevents agents from selecting tickets, achieving an efficient and fair support system.

Main Benefits

Flexible Distribution Mechanism

For example, even when inquiries surge suddenly, the automatic distribution feature ensures tickets are properly allocated to appropriate agents.

Skill-Based Assignment

Skill-based distribution is also possible, allowing priority assignment to personnel with specialized knowledge.

Key Features

Characteristics of Automatic Distribution

  • Automatically distributes inquiries to agents
  • Equalizes workload to improve efficiency
  • Enables skill-based distribution
  • Optimizes team-wide resources
  • Prevents response delays