Create staggered assignment triggers to route support tasks
Create staggered assignment triggers to route support tasks
Your support queue spikes when routing runs only on the hour, leaving agents idle then overloaded. This spaces triggers so work is picked up faster and queues stabilize within the hour.
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Overview
If routing only fires on the hour, support queues spike and SLA response times suffer; this flow staggers triggers to start assignments at the top and middle of each hour. That means agents begin work within minutes and queue depth evens out across the hour, improving throughput ahead of peak times.