Citrix Systems, Inc.
SKILL-SET SCORE BASED INTELLIGENT CASE ASSIGNMENT SYSTEM

Abstract:

Described embodiments provide systems and methods for routing cases using a skill score. A system receives a self-evaluation skill score of a user for each feature of one or more products for which the user provides support. The system identifies a number of support cases handled by the user. The system determines a case-based skill score of the user for each feature. The system determines a skill score of the user for each feature based on at least the self-evaluation skill score of the user for each feature and the case-based skill score of the user for each feature. The system selects, responsive to receiving a request for support, the user from a plurality of users to support the request based at least on the skill score of the user for the feature. The system routes the request to the user.