The context
Manual case assignment required reviewing incoming work and matching it to the appropriate agent. The operation handled approximately 100 cases a day across a team of about 20 agents.
My contribution
I defined the assignment criteria and account-to-agent mapping by language, worked with an engineer on the Flow / assignment-rule implementation, and tested the behavior in a sandbox with dummy accounts and agents.
The outcome
The implemented workflow removed manual assignment from the process. I contributed operational requirements, mapping, and validation; implementation was a collaboration with engineering.
Decisions behind the work
- Translate language and ownership requirements into explicit assignment criteria.
- Check routing with test records before using the workflow operationally.
- Keep the operational requirements and engineering implementation aligned.
The scale figures are approximate and based on my account of the work. No independently measured time-saving figure or underlying employer data is published here.