Overview:
Our current email digital topology system attempts to route incoming email threads to the agent who previously engaged with the customer. While this behavior supports continuity and customer experience, the underlying logic lacks transparency and configurability.

Current Limitations:
-The system’s decision-making process for agent assignment is unclear.
-There is no administrative control over how long the system attempts to route to the original agent before reassigning.
This can lead to inefficiencies, especially when the original agent is unavailable, resulting in delayed responses or inconsistent customer experiences.

Proposed Enhancement: Introduce a configurable routing control feature that allows administrators to:
-Set a time threshold (15 minutes, 1 hour, etc.) for how long the system should attempt to route to the original agent per channel, as these times can vary per team.
-Define fallback behavior once the threshold is reached, like routing to the next available agent or escalating to a priority queue.
-Access routing logs or diagnostics to understand how routing decisions are made and identify bottlenecks.
Benefits:
-Improved efficiency: Reduces wait time for customers when the original agent is unavailable.
-Greater consistency: Ensures timely responses while maintaining continuity where possible.
-Operational control: Empowers teams to tailor routing logic to their workflows and service level agreements.