How does the weighting in (ICA) Intelligent Case Assignment work?

Modified on Thu, 08 Dec 2022 at 01:28 PM

The machine learning model used in ICA uses 5 factors to determine the best agent or engineer to be assigned a case. Those 5 factors are weighted as follows.


ACTIVE HOURS: 30%

AVAILABILITY: 30%

COMPLEXITY MATCH: 10%

CUSTOMER AGENT MATCH: 15%

SKILL MATCH: 15%

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