Looking for some assistance. We have moved from a live answer type system to a formal dispatcher assigning tickets and I feel like it is not working out. Part of me wants to move toward a scenario that we have 3-4 techs on incoming calls that just live answer and work it, where another group would just work on incoming tickets. I don't really see a need to assign each of these tickets to specific people just a group of techs. I would still keep the dispatcher reviewing tickets and potentially assigning some higher priority ones or more needy to a escalation tech.
What options do I have in CW for this? I saw round robin but also seem to read more negative about it. I saw Nilear is
