Incidents being mis routed

[vahini]

Hello all, 

Please help me with your approach to below situaion,

support team has reported that incidents are frequently being misrouted, causing delays in resolution and impacting customer satisfaction, i was assigned to enhance the  incident categorization and routing process.

How to design the incident categorization rules to ensure accurate routing? After implementing the categorization rules, what monitoring and reporting mechanisms to put in place to track the effectiveness of your solution?

Your inputs are appreciated, thanks in advance.

[Dr Atul G- LNG]

Hi @vahini 

1st, you need to see the past data, take a dump of last 6-8 months, see when and where the agents send the tickets to wrong team. This will provide you a pattern of wrong assignment or route.

then see the categories and sub cat of these incident, is agent get confused due to cat/ sub cat or short description or other parameter.

You need to narrow down your search step by step and then you can correct categories and all.

Once you set up all this, again, take a dump 3-4 months and see how the progress /improvement are there. You need to monitor this closely.