Routing
The right person, not the next person.
A German-speaking enterprise customer with a billing problem needs somebody who speaks German, holds the billing responsibility, has the authority to act and is actually at work. A round-robin queue knows none of those things.
Who should take this?
German enterprise account · Billing
- German
- Billing responsibility
- Available today
- Authorised to this amount
Four conditions, not one queue
Who owns this responsibility, who has the skill, who has the authority, and who is available. Where a workforce directory is connected, all four are answerable.
Availability is checked before assigning
Routing to somebody on holiday is not routing. The recorded backup takes it instead, and the case does not sit in an empty queue for three days.
Authority prevents a second handover
Assigning a refund request to somebody who cannot approve refunds guarantees another hop. Checking authority up front removes it.
It explains itself
"Laura: German, billing responsibility, available, authorised." A suggestion you can read is one you can overrule, and overruling it is always one click.
Questions this answers
The things you currently have to ask somebody.
Each of these is a question an owner asks regularly and currently answers from memory, a spreadsheet, or by interrupting whoever is nearest.
Who should take this case?
Who can approve this without another handover?
Who speaks this customer's language and is working today?
Why did this get assigned here?
Who covers when the usual owner is away?
Where this stops
What it does not do.
Skill, responsibility and availability come from a connected workforce directory. Without one, routing falls back to teams and rules you define by hand, which works but is a good deal blunter — the page is explicit about which capability you get with what connected. Resolivo also never reassigns a case away from a person silently; a suggestion is a suggestion.
Next
Where this connects.
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.
Keep the mailbox you already use · The AI is never metered · [email protected]