The machine learning model used in ICA uses 5 factors to determine the best agent or engineer to be assigned a case. Those 5 factors are weighted as follows. AVAILABILITY: 30% COMPLEXITY MATCH: 10% CUSTOMER AGENT MATCH: 15% SKILL MATCH: 15% | Welcome to SupportLogic Knowledge Bits - Semi-structured articles that come from customer Q&A, implementation insights, and Slack discussions. |
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