Routing Agent
Assign incidents automatically using an intelligent routing agent, capable of predicting the category of a service provision and redirecting the problem to the appropriate technician based solely on a brief description of the user.
Benefits
Automate incident assignment
Automatically categorize tasks using the potential of machine learning and historical data.
Increase productivity
Eliminate bottlenecks from manual triage and reduce waiting and resolution times.
Improve effectiveness
Use a routing agent that progressively increases its accuracy autonomously with the help of its historical data.
Features
Define the different work orders that must be generated automatically for the resolution of an incident and let the system assign them to the responsible teams for their resolution. Allow each specialist to carry out the activity report on each of the assigned work orders and collect all the information on consumption, tools and measurements.
Define specific workflows based on the type of incident, the elements impacted and the services affected with automatic assignments to the different workgroups for a more effective resolution.
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