Auto-assign tickets based on sentiment, language, priority, and agent skill
| ID | Rule Name | Condition | Action | Assignee | Priority | Status | Routed | CSAT | |
|---|---|---|---|---|---|---|---|---|---|
| RT-001 | High Priority Escalation | Priority = Critical OR Sentiment = Angry | Route to Senior Agent | Ravi K. | Critical | Active | 245 | 94% | |
| RT-002 | Enterprise Account Priority | Tier = Enterprise | Route to Account Manager | Priya S. | High | Active | 189 | 96% | |
| RT-003 | Billing Auto-Resolve | Category = Billing AND Type = Invoice | AI Auto-Resolve | AI Bot | Medium | Active | 420 | 88% | |
| RT-004 | Language-Based Routing | Language != English | Route to Multilingual Team | Team Pool | Medium | Active | 67 | 91% | |
| RT-005 | Password Reset Self-Service | Category = Auth AND Subject contains password | AI Auto-Resolve | AI Bot | Low | Active | 312 | 92% | |
| RT-006 | VIP Contact Fast Track | Contact Tag = VIP | Route to VIP Team | Amit S. | Critical | Active | 98 | 97% | |
| RT-007 | Feature Requests | Category = Feature Request | Route to Product Queue | Neha M. | Low | Paused | 156 | 85% | |
| RT-008 | SLA Breach Prevention | SLA Remaining < 1h | Escalate to Manager | Manager Pool | Critical | Active | 34 | 90% | |
| RT-009 | New Customer Onboarding | Account Age < 7d AND Category = Support | Route to Success Team | Priya S. | High | Active | 78 | 95% | |
| RT-010 | Technical Integration Issues | Category = API OR Category = Integration | Route to Engineering | Tech Team | High | Active | 124 | 89% |