Skill-based routing

Status: Planned

Overview

Skill-based routing sends a ticket to the agent best placed to handle it, instead of parking it in a named bucket somebody has to watch. Agents are tagged with expertise areas; a ticket's category is matched against those tags. Required for government KCC deployments where several teams handle different inquiry types.

Standards

GEMMA Klantgeleidingcomponent: gemmaonline.nl
TEC CRM: Section 3.2 (Assigning Cases), Section 3.3 (Escalating Unresolved Cases)
TEC CRM: Section 1.6 (Territory Management, Team Selling, and Member Reassignment)

Market Demand

Routing and workload balancing are among the most requested capabilities in government CRM/KCC tooling, particularly for Dutch municipalities implementing the KCC-werkplek model (validated across 97K requirements from 39K+ tenders).

There is one queue, and it is a filter

Pipelinq has no queue records. The queue is every open ticket nobody has picked up, and it lives on one page: Queue. Filter it by ticket type, priority or channel to see the slice you work on.

Assign a ticket and it leaves the queue for that person's My Work. All tickets shows everything either way, assigned or not. Three surfaces, one rule: a ticket is either waiting for someone, or it is somebody's.

Named queues were retired because they were a second place to look. An agent had to know which queue their work sat in before they could start, routing had to keep the buckets balanced, and a ticket routed to the wrong bucket was invisible rather than merely unassigned.

Key capabilities