By Edwin Margulies
What routing model should we use? This is one of the biggest questions posed by social care practitioners during the project planning stages. But choosing the right model may not be as intuitive as you think. Here we'll take a look at three popular routing models and their benefits to make the choice a little easier.
Routing Models: Not a Religion
• Universal Queue Engine (ACD Model)
• Supervisory Filtering (Controlled Agent Filters)
• Agent “Cherry Picking” (Agent Autonomy Model)
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