Your Escalation Routing Might Be Creating More Bottlenecks Than Resolutions
You built an escalation routine to fix things faster. Instead, tickets pile up. Senior agents burn out. Customers wait longer. The routing logic you trusted is now the limiter. This happens more often than most groups admit. A 2022 survey by Zendesk found that 61% of customers reported longer response times after companies introduced automated routing. Not because automation is bad—but because the rules were designed for the framework, not for the people inside it. This article walks through what goes faulty, how to fix it, and what to check before the next fire drill. Who Needs This and What Goes off Without It A field lead says groups that document the failure mode before retesting cut repeat errors roughly in half. Signs your current routing is failing You are reading this because something feels off in the queue.