The SimplrFlex platform utilizes an advanced artificial intelligence algorithm to automatically route tickets to the best available Expert.
Our routing algorithm uses a ton of data to decide who gets what ticket, and below are some of the most important criteria that can impact routing.
Status (is the Expert marked as online?)
Customer Reviews (is the Expert likely to answer the ticket satisfactorily?)
Accuracy Rating (is the Expert likely to answer the ticket with a high degree of quality?)
First Response Time (is the Expert likely to respond to the customer quickly with a high-quality response?)
Historical Ticket Volume (how many tickets has the Expert successfully resolved in the past?)
Currently Assigned Volume (does the Expert have enough tickets or too many tickets?)
Experience/Tenure (has the Expert previously answered questions of this type?)
Take Rate (is the Expert likely to accept this ticket, or will they let it time out or reject it?)
Knowledge/Skill (is the Expert knowledgeable or skilled in the types of products/services that this Business Partner offers?)
The platform was designed to provide all Experts at least some ticket volume; after all, you can't increase your customer review score unless you have tickets to prove your skills. However, it will provide higher volume to Experts who perform better.