Customer Support Workforce Routing

Summary

Grab replaced its third-party customer support routing software with an in-house workforce routing system for Livechat to gain better priority controls, bespoke configurations, and deeper analytics. The platform separates requests into distinct priority and business queues, using parallel workers that spend varied time slices dequeuing higher-priority issues like safety concerns. To prevent request starvation, workers operate out of sync across queue priority levels while dynamic queue limits cap incoming volume based on agent availability and performance. The system routes requests through an intermediate Agent Group layer, calculating eligibility scores from proficiency and concurrency metrics while managing per-agent locks to prevent over-allocation.

Takeaways

1. 1

   Workers prevent low-priority request starvation by cycling through priority queues out of sync across concurrent instances.

2. 2

   Agent assignment evaluates an eligibility score factoring in proficiency, online status, current concurrency, max concurrency, and last allocation time.

3. 3

   Transferred or unaccepted chats are placed into dedicated high-priority reallocation queues to minimize secondary wait times.