Overview

Intelligent Routing offers Administrators of Servicely a means to automatically route tickets to Agents within Assignment Groups based on pre-defined logic. Intelligent Routing Rules can be created to automatically assign tickets using a number of different Routing Rules, including:

• Active Ticket Count

  • Performs Round-Robin balancing of tickets up to a specified cap or limit.

• Ticket Priority Volumes

  • Balances tickets based on Priority across pre-specified caps or limits.

• Time since Last Assignment

  • Continually balances tickets based on the time since last assignment for a given user.

• Static Routing

  • Always routes tickets directly to a specified individual.

• Custom Routing

  • Allows administrators to define their own Routing Rules and Logic using Servicely’s scripting elements.

Intelligent Routing supports additional configuration options to provide flexible and dynamic routing of tickets, including:

Assignment Assignability Support

Servicely User Records include a Selectable for Assignment flag that can be taken into consideration when performing Intelligent Routing. This ensures that only users that can be assigned tickets participate in Intelligent Routing, allowing for Managers to live within Groups for reporting, or Agent Leave/Shifts to be taken into consideration.

Support for all Work Types

When configuring an Intelligent Routing rule, Administrators can specify any Work type, including IT Service Management Tickets (Request, Incident, Change, Problem, etc.), HR Cases, Customer Service Management Cases, and more. This includes custom Work types created for bespoke applications, provided they are extended from the Out of the Box Work Table.

Work Journal Stamps

Intelligent Routing leaves notes in the Work Journal of routed tickets to provide context into how the record was assigned to the group, ensuring that there is no confusion as to the path of escalation performed automatically.

Dynamic Record Filtering

Intelligent Routing rules can apply to all records assigned to a specific group, however additional filters can be applied to ensure that only specific records are routed using a particular rule. This, in conjunction with the ability to Order routing rules for execution, allows for multiple rules to be configured for a specific group for flexible and dynamic routing.

When to use Intelligent Routing

Intelligent Routing is best used in conjunction with SOFI’s Intelligent Classification to direct newly created tickets that have been assigned to specific groups to users directly, bypassing the need for queue managers or triage units.

Primary use cases for Intelligent Routing include:

• Balancing new/incoming tickets across a large pool of possible assignees to ensure equalised assignment using Time since Last Assignment Routing Rules.

• Assigning tickets for particular Business Services directly to Subject Matter Experts within an Assignment Group automatically using Static Routing.

• Ensuring High-Priority tickets are never left unassigned by automatically assigning them using Ticket Priority Volumes.

Setting up Intelligent Routing

To enable Intelligent Routing on your instance, you must first ensure that you’re on a supported version of Servicely.

Intelligent Routing is available in all instances of Servicely running v.1.10.66+

You can confirm your version of Servicely by hovering over the logo in the top-right corner of your instance’s homepage. If the version is blank, or reads less than v1.10.66, please engage your administrator or Servicely Support to upgrade to a supported version.

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Installing Intelligent Routing

The Intelligent Routing application can be installed by Platform Administrators by:

1. Navigating to the Applications list by searching for Applications in the left-hand navigation, and selecting the appropriate menu item:

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2. Find the intelligent_routing Application, and perform the installation.

3. Once installed, a new Menu Item will be created under Intelligent Automations → Intelligent Routing that allows administrators to set up and configure Routing Rules.

4. Finally, a platform-wide system property is created that enables or disables Intelligent Routing across the instance. By default, this property is disabled to ensure no disruption to services will establishing and configuring routing rules.

   1. To enable Intelligent Routing, navigate to the system.intelligent_routing.auto_routing.enabled Application Property record and set the Application Property Value to true.

Configuring Intelligent Routing Rules

Creating or configuring Intelligent Routing rules can be done via the Intelligent Automations → intelligent Routing Menu Item by Administrators of the platform.

Follow the steps below to create a new Intelligent Routing rule:

1. Create a new Intelligent Routing Rule by navigating to the Intelligent Automations → Intelligent Routing menu item, and from the list, select the New button to create the rule.

2. Provide a Name and Short Description for the Routing Rule - this ensures clear readability and understanding for future configuration.

3. Set the Active state of the Rule to True to ensure the rule functions as intended.

4. Specify an Order for the rule to be executed in

   • This is only required if there is an explicit order that rules must be evaluated within.

   • e.g., two rules for the same Assignment Group - one that performs Active Ticket routing to a cap, and then statically assigns all extras to a Queue Manager.

5. Specify the Table and Assignment Group to apply the rule to.

   • E.g., Our Routing Rule may wish to handle all incoming Incidents for the Service Desk Assignment Group.

6. Select the appropriate Routing Rule, and perform any rule-specific configuration as required.

7. Determine if the Rule should respect the Assignment Selectability of the user.

   • This is especially useful when managing large teams with follow-the-sun shifts or other support arrangements.

8. Finally, specify the Condition (if any) that must be true for the rule to take effect

   • E.g., we only want Incidents with a Short Description that contains “URGENT” to be included in our routing.

9. Once complete, Save the record and test the configuration - if Intelligent Routing is configured correctly, Work Journal entries should be created whenever the Intelligent Routing is performed.