How does the Ticket Routing in C4C work?

[Former Member]

Hello experts

How does the ticket routing feature of C4C work? If I assign a service team with 3 agents, does it automatically do round robin assignment, such that first ticket goes to first agent, second ticket goes to second agent, third ticket goes to last agent, and the fourth goes back to the first agent?

If so, can you send me a link to its configuration guide?

Thanks

[ViswajithM · Accepted solution]

Hello

Currently we do not support Round robin assignment of Tickets. The details of current behavior is shared in the response from Prasanth.

Best Regards

Viswa

[AnkushPashine]

Hello ,

If you are not able to access direct link shared by Prasanth, you can login to your C4C tenant and search within

Help Center with the document name as "Scope and Configure Tickets" . Hope this answered.

Best Regards,

Ankush Pashine

[PrasanthArya]

Configuring Ticket Routing Rules by Team or Territory
Defining Rules for Ticket Routing by Organization or Employee
Ticket Routing Rule Enhancements for Employee Support

[former_member110050]

hi Prashant,

unable to acees the aboves link