I’d like to raise a scenario that isn’t clearly covered in the Guru article “Ticket Omni-channel Routing,” specifically under “Urgent email ticket prioritization.”
Based on Guru, urgent email tickets should be prioritized over non-urgent tickets. However, it doesn’t clearly explain what to do when two tickets are both urgent across different channels.
For example:
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Urgent email: departure in 1 hour
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Urgent live channel (chat/call): departure in 45 minutes
According to the current guidance, email appears more urgent. However, in practice, agents usually prioritize the live channel, as it is real-time. If the live case takes around 38 minutes to resolve, the email ticket is left with only ~22 minutes before departure. This creates a high risk of missing the deadline, even though both tickets were urgent.
Because of this, some agents escalate to RTAs to reassign one of the urgent tickets, but this process:
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Is not documented in Guru
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Is handled informally or offline
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Creates confusion about what is allowed vs. expected
May I request guidance on the following:
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What is the correct prioritization when both tickets are urgent (email vs live channel)?
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Is it acceptable or expected to ask RTAs to reassign one urgent ticket in this scenario?
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Can this scenario be explicitly documented in Guru to avoid inconsistent handling and agent confusion?
Having this clarified in Guru would really help agents make faster and more confident decisions during time-critical situations.
Thank you for your time and support.