In customer service operations, especially in SAC teams, it is common for tickets to remain for long periods in the “Waiting” stage, depending on manual triage or distribution. This bottleneck reduces service agility, harms the customer experience, and can create an unequal distribution of workload among agents
To eliminate this problem, an effective solution is the implementation of a SAC roulette: an automated mechanism that distributes service cases sequentially and evenly among agents. This way, no ticket is left without initiation and all are handled fairly and in an organized manner.
In this article, you will learn how to configure an efficient SAC roulette, capable of starting services automatically and keeping the queue always moving, optimizing your team's workflow.
