Automatic Ticket Routing Algorithm

Automatic ticket routing pushes tickets to eligible group members when tickets are assigned to their group. Various factors determine routing order, eligibility, and who the tickets are routed to. 
Automatic call routing:
Calls automatically route to agents that qualify to receive them. Learn how calls route from queues to eligible team members. 
Tip:
Tickets can also be assigned to groups manually by team members or with rules in Automatic Actions or Spotter. 

Learn more about:

Basic functionality of automatic ticket routing

When a ticket from an auto-routed channel is assigned to an auto-routed group, an eligible team member in the group receives a push notification. The member has a set amount of time to accept or decline the ticket. If they accept, they "take" the ticket and start an active session. If they decline or don't answer in time, their status changes to Busy and the ticket routes to the next eligible member.  
Notes:
  • If a team member does not have the Wix Answers app open in their browser, and they miss an auto-routed ticket, the ticket routes to the next eligible member. Once the member misses 3 consecutive ticket push attempts, their status changes to Busy so tickets no longer push to them. 
  • When a team member accepts an auto-routed chat ticket, they join the chat as a participant. The customer then sees that the member has joined the conversation. 

Auto routing statuses and team member actions

When a team member is sent an auto routing notification, the auto routing event has a status that changes based on the team member's response.
Auto Routing Event Status
Team Member Response
Notes
Accepted
The team member accepted the ticket.

Declined
The team member declined the ticket.

Missed
The auto routing request timed out before the team member responded.
The notification appeared in the team member's Wix Answers panel.
Missed (Idle)
The team member's Wix Answers panel is closed, and the auto routing event timed out.
The notification did not appear to the team member since the panel is closed.
Accepted but taken
A different team member accepted the ticket.

Pending member response
The event is waiting for the team member response.

You can view these statuses in the Ticket Info pane of a ticket. See Viewing the Ticket Info Window.

Also, learn more about team member statuses in auto routing.

Team member eligibility requirements

When an inactive ticket in an auto-routed channel is assigned to an auto-routed group, the ticket is pushed to one of the group's eligible team members. 
Team members must meet the following eligibility requirements to have a ticket routed to them:
  • Group: The team member must be in the group the ticket is assigned to. 
  • Channel: The team member must be assigned to ticket's channel. 
  • Workload: The team member must have capacity in their workload for the channel. 
  • Status: The team member must be in the Available or Active status. 
  • Language: The team member's Languages field must either be blank (not set) or match the language of the ticket. If the Languages field is set to a language that doesn't match the ticket language, the ticket will not push to the team member. 
  • Call Status: The team member must not be in a call status (Assigned, On a call, Wrapping-up, or listening). 

Ticket routing order

When inactive tickets in an auto-routed channel are assigned to an auto-routed group, they get pushed to the group's eligible team members. If no members are eligible, the tickets wait to be pushed. 
The following determines which waiting ticket gets routed first when a team member becomes eligible to receive any of the tickets:
  1. Escalations: Tickets that have been reassigned at least once, get routed first. 
  2. Priority: Tickets with the highest priority level get routed next. 
  3. Wait time: Tickets that have been waiting to be routed the longest get routed next. 
Note:
Tickets that are snoozed do not auto-route until they become unsnoozed. Learn more about snoozed tickets. 

Determining which member receives the next ticket

When multiple team members are eligible, automatic ticket routing uses various rules to determine the most suitable person to push the next ticket to. 
The following rules determine who the next ticket routes to if multiple team members are eligible:
  1. Last replier: If an eligible team member sent the last team member reply on the ticket, it is pushed to them first. 
  2. Fewest active sessions: The team member with the fewest active sessions gets the ticket pushed to them next. 
  3. Languages: The team member with the least amount of languages set in their Languages field gets the ticket pushed to them next.
    Note: The member's Language field must be either blank (not set) or match the language of the ticket to receive the ticket. 
  4. Last ended session date: The team member with the longest time since ending a session in the ticket's channel gets the ticket pushed to them next. 
  5. Random: If multiple team members have the same "last ended session date", the ticket routes to a random eligible member. 
IN THIS ARTICLE

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