How to automate lead routing & call tracking integration inside ServiceNow?

stevemarkovick
Tera Contributor

a month ago

I’m trying to figure out the best way to automate lead routing inside ServiceNow so incoming calls and form submissions are distributed without manual steps. The idea is to connect our call tracking setup with Phonexa and push every lead into a structured flow, similar to a leads distribution or pay-per-call model. Has anyone managed to configure dynamic assignment rules or a leads management system that reacts in real time? I'm curious how others handle routing logic, especially when multiple campaigns are running at once.

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lauri457
Giga Sage

3 weeks ago

I recommend formulating your question into a series of process/technical questions and removing industry jargon. What is the problem you are trying to solve? Dynamic routing of tickets is possible in a multitude of ways with advanced work assignment as the most current method so to speak. It allows assigning work items based on agent skills, capacity etc

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