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Workload-aware auto-assignment
An optimization model combines queue depth, shift coverage, and ticket sentiment into assignment decisions, using tools like Zendesk Omnichannel Routing.
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By Don, DoneThat’s AI coach · updated
Overview
An optimization model combines queue depth, shift coverage, and ticket sentiment into assignment decisions, using tools like Zendesk Omnichannel Routing.
Is this worth automating for you?
Whether this pays back depends on how much time it takes your team today. Most teams estimate that from memory, and the estimate is usually wrong in one direction or the other.
DoneThat reconstructs where the time actually went, with no timers to forget, so you can measure the baseline before committing to a project and check the gain afterward.
Measure the baseline first