Switchyard · the year in routing

What a year of better routing added up to.

Twelve months ago every request waited in one queue. This is what moved once requests started landing with the right desk on the first try — measured, not estimated.

Figures from the routing ledger, full-year window, all desks.

  • Requests routed

    412,000412,000+18%

    Requests routed: 12 points, from 60 to 95

  • First-touch resolution

    7171%+9pts

    First-touch resolution: 12 points, from 52 to 71

  • Median wait, minutes

    66−11m

    Median wait, minutes: 12 points, from 6 to 17