Workforce
Who should actually handle this?
A German-speaking enterprise customer with a billing problem. Laura speaks German, holds the billing responsibility, has the authority and is at work today. That is four facts a support queue does not have.
What connects
A read connection to responsibilities, skills, authority and availability, used to route cases and find cover.
What crosses the boundary
- Received: who holds which responsibility, and their recorded backup.
- Received: skills and languages, for matching.
- Received: authority limits, so approvals route correctly first time.
- Received: availability, so nothing is assigned to somebody on holiday.
What this lets you do
- Route to the person who owns the responsibility rather than to a queue.
- Match a customer's language to somebody who actually speaks it.
- Send an approval to somebody who can actually approve it.
- Fall back to the recorded backup when the owner is away.
Setting it up
- 1Link the two workspaces.
- 2Map support responsibilities to case categories.
- 3Confirm authority limits for approvals.
- 4Run routing in suggestion mode before enabling it.
Permissions
Read on responsibilities, skills, authority and availability. No access to employment records, compensation, performance or personal documents — none of which is exposed to this connection at all.
What you can ask once this is connected
- “Who should take this case?”
- “Who can approve a refund at this amount?”
- “Who is covering billing this week?”
Where it stops
Resolivo reads structure to route work. It writes nothing back, holds no employment data, and is not a workforce management tool — which is also why it never measures anybody's activity.
Take better care of every customer.
Give your team the context, knowledge and AI they need to resolve problems properly — and know who needs attention before they ask.
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