What can be configured to determine how cases are automatically routed?

The configuration that determines how cases are automatically routed is the secondary routing priority. This setting allows organizations to define a hierarchy or additional criteria for routing cases when there are multiple potential agents or queues available to receive them. When cases come into the system, they may meet several routing criteria based on skill set, availability, or workload, and setting a secondary routing priority enables the system to refine the selection process further.

By utilizing this configuration, organizations ensure that cases are handled efficiently by directing them to the most appropriate agent based on pre-defined rules. This can significantly improve response times and ensure that customer inquiries are managed by those with the necessary expertise or bandwidth to address them effectively.

The other options, such as case duration settings, agent performance metrics, and customer feedback integration, focus on different aspects of case management and do not directly impact the routing mechanism itself. Case duration settings deal with how long cases should remain open before escalating, agent performance metrics provide insights for evaluation, and customer feedback integration focuses on gathering client responses post-case resolution rather than influencing initial case assignment.