We are doing a research project to look at how ticket assignments are made to either a specific person or a pool of qualified agents. So we want to know:
How do you assign tickets? How do you make sure a particular ticket gets to the right agent? And what is it about an agent that makes them qualify? A special skill, experience level, or simply that they're on duty?
**This is just one aspect of the research -- if you'd like to participate in the larger study, you can let us know here: https://goo.gl/forms/ONwMCEh4Of43i7tz1