What is secondary routing priority used for in case management?

Secondary routing priority plays a significant role in case management by allowing organizations to prioritize specific cases that may need faster agent responses. This is particularly important in environments where not all cases have the same urgency or importance. By having a secondary routing priority, service agents can quickly identify cases that require immediate attention, ensuring that customers with more critical issues receive timely assistance.

This approach enhances the overall customer experience, as it allows companies to be more responsive and efficient in handling cases that are time-sensitive. It integrates with the primary routing systems, which may already prioritize cases based on factors such as case creation time or severity, thus allowing for a more granular and flexible case management solution that can handle varying levels of urgency.

In contrast, prioritizing new cases over existing cases or automatically closing old cases does not directly relate to the flexibility of addressing urgent or critical needs that secondary routing priority offers. Similarly, assigning cases based on customer satisfaction ratings serves a different purpose, focusing on post-interaction metrics rather than immediate case management needs.