Automating Case Routing
Scenario: Your team processes hundreds of cases daily. Manual assignment is slowing everything down, and some cases are being routed to the wrong person. You need automation that can make smart routing decisions.
The Problem
Without automation:
- Delays: Every case sits in an inbox until someone manually assigns it. A high-priority case might wait hours.
- Wrong routing: A case marked "Technical" gets assigned to a billing person who then has to reassign it.
- Capacity blindness: You're assigning based on who's in the room, not who actually has capacity.
- Inconsistency: Different team leads route cases differently, creating unpredictable bottlenecks.
- Escalation failures: Urgent cases aren't escalated in time because no one remembers to check.
How Avikto Solves It
Workflow Automation Basics
Avikto workflows follow a simple pattern:
WHEN [trigger event happens]
IF [conditions are met]
THEN [perform action(s)]
Real-World Routing Examples
Example 1: Priority-Based Routing
Scenario: You receive support tickets with varying severity levels. High-priority cases should go to your senior team immediately.
Workflow:
WHEN: Case is created in Support project
IF: Priority = High OR Priority = Critical
THEN:
1. Assign to the "Senior Support" queue
2. Add a notification to notify the team lead
3. Set due date to 4 hours from now
Result: Every critical case automatically goes to the right queue with a tight deadline, no manual intervention needed.
Example 2: Category-Based Routing
Scenario: You have different teams for different issue categories. A case marked "Billing" should go to the billing team; "Technical" should go to engineers.
Workflow:
WHEN: Case is created
IF: Category = "Billing"
THEN: Assign to "Billing Team" queue
WHEN: Case is created
IF: Category = "Technical"
THEN: Assign to "Engineering Team" queue
WHEN: Case is created
IF: Category = "Account"
THEN: Assign to "Account Management" queue
Result: Cases are automatically sorted to the right team based on category.
Example 3: Escalation on Overdue
Scenario: Cases should be resolved within 3 days. If a case is still in progress after 3 days, it should be escalated to the team lead.
Workflow:
WHEN: Case status = "In Progress" AND 3 days have passed since creation
IF: True (always escalate after 3 days)
THEN:
1. Move case to "Manager Review" queue
2. Add a comment: "Case overdue. Requires manager attention."
3. Send email to the team lead
Result: Overdue cases are automatically flagged before they become real problems.
Example 4: Multi-Condition Intelligent Routing
Scenario: You want to route based on multiple factors: both priority AND customer type. Premium customers get expedited handling.
Workflow:
WHEN: Case is created
IF: Priority = High AND Customer Type = Premium
THEN:
1. Assign to "Premium Fast Track" queue
2. Set due date to 2 hours
3. Notify the team lead
4. Add comment: "Premium customer, high priority. Fast track required."
WHEN: Case is created
IF: Priority = Low AND Customer Type = Standard
THEN:
1. Assign to "General Queue"
2. Set due date to 2 days
Result: Complex routing logic that would take a person minutes to evaluate happens instantly.
Example 5: SLA-Triggered Actions
Scenario: Different issue types have different SLA windows. You want to alert people before SLA breaches.
Workflow:
WHEN: Case status = "In Progress" AND 1 hour before SLA deadline
IF: Issue Type = "Critical Infrastructure"
THEN:
1. Send notification to assignee: "Your case is 1 hour from SLA breach"
2. Send escalation email to manager
3. Add case tag: "SLA_AT_RISK"
Result: Everyone knows when a case is at risk, not after it breaches.
Example 6: Queue Balancing
Scenario: You have multiple support agents, but you want to distribute load evenly instead of always assigning to the same person.
Workflow (manual version):
WHEN: Case arrives in "Intake" queue
THEN: Route to "Balanced Queue" where the least-busy agent picks it up next
Result: Cases are processed by whoever has capacity, not the loudest voice.
Building These Workflows
In Avikto, you don't need to code. You use the workflow builder:
- Select the trigger (e.g., "Case is created" or "Case moves to queue")
- Define conditions (e.g., "Priority = High" AND "Customer = Premium")
- Choose actions (e.g., assign, move queue, notify, add comment)
- Test with sample cases
- Enable and the automation runs on all future matching cases
The Workflow Dashboard
You create a dashboard showing your automation's effectiveness:
- Cases routed automatically: 487 out of 500 created this week (97%)
- Average routing time: Instant (vs. 45 minutes manual average)
- Escalations caught: 12 cases caught by SLA workflow before breach
- Cost savings: 10 hours of manual assignment work saved this week
The Result
Your team now:
- ✅ Routes cases instantly without human intervention
- ✅ Makes consistent routing decisions (no variation between team leads)
- ✅ Catches overdue cases automatically before they become problems
- ✅ Sends notifications before SLAs breach, not after
- ✅ Balances load automatically based on capacity
- ✅ Frees up 10+ hours per week of manual work
- ✅ Reduces case resolution time because routing no longer delays work
Key Features in Action
| Feature | How it helps |
|---|---|
| Workflows | Define When-If-Then rules for automatic routing |
| Triggers | Fire workflows on case creation, queue change, status change, deadline approaching |
| Conditions | Filter when actions run (e.g., only high-priority cases, only for specific customers) |
| Actions | Assign, move to queue, change status, send notification, add comment |
| Multi-step actions | One workflow can do multiple things (assign AND notify AND add comment) |
| Calendar integration | Trigger workflows based on approaching deadlines |
| Notifications | Alert people when something important happens |
Next: Learn how to build and manage workflows step by step.