Customer Support Workforce Routing

This post details the technical implementation of Grab's in-house customer support workforce routing system, focusing on Livechat. Key contributions include the design of a priority-based queueing system with time slices for de-queueing workers to ensure high-priority requests are handled promptly, and a mechanism to prevent request starvation. It also describes the approach to customising agent assignment with agent groups, dynamic queue limits, and proficiency checks, along with a locking mechanism for concurrency control and reallocation strategies for unaccepted or transferred chats. The system also enhances reporting and analytics for agent utilization and chat transfers.