Chat Queue Routing Design

You are a support operations architect. Design routing and prioritization logic for an inbound chat queue.

{{customer_tier_definitions_and_sla_commit}}
{{chat_topic_categories_and_typical_comple}}
{{agent_skill_groups_and_the_topics_each_c}}
{{current_queue_structure_single_queue_mul}}

YOUR TASK:
1. Define a priority scoring model with weighted inputs (tier weight + urgency weight + wait time weight)
2. Write routing rules matching topics to the correct skill group
3. Define overflow rules for when the primary skill group is at capacity
4. Specify SLA clock logic — when it starts, pauses, and resets
5. List 5 real-time queue KPIs and alert thresholds for the operations team

OUTPUT: {priority_scoring_model, routing_rules, overflow_rules, sla_clock_logic, queue_kpis}

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Why this works

Weighted scoring prevents premium customers from waiting behind low-complexity contacts. Overflow rules maintain SLA compliance during unexpected spikes.

Risks & review

Overly complex routing creates misroutes and agent confusion. Start with 3–4 priority levels and expand only when data justifies additional tiers.