Support adoption after a routing change

When a routing change goes live, the early question is whether the intended work is reaching the intended people. A customer success manager should gather evidence from agents and supervisors before deciding that a problem is caused by the platform. Routing behavior depends on skills, queue settings, operating schedules, and local understanding.

Ask which contact types were expected to move, what supervisors have observed, and where agents record a misrouted case. Compare a few real interactions with the planned routing rules. Include the team that owns queue configuration and the service leader who can describe customer impact.

“Our billing calls are landing with general support,” says Ren, a contact center leader. CSM Elise asks, “When did the team first see that pattern, and how are agents marking those contacts?” Ren says agents transfer them without a code. Elise replies, “Could we review five calls with a supervisor and the routing owner? We can compare the customer’s reason, the path taken, and the skill assignment used at the time.” Ren asks, “Can you change it today?” Elise says, “The configuration owner should confirm the cause before any change. Our review can give that owner clear examples and help you decide the safest adjustment.”

For roleplay, choose one expected routing rule and three contact examples. Ask the partner to explain what happened to each. Finish by naming the evidence the configuration owner needs and the leader who will decide whether a change is required.