NetApp

A web application was used as a Case Dispatcher that simplified the process of managing, scheduling, and dispatching cases to TSE resources. It determines resource availability by considering the following factors: Individual shifts—is the TSE on-shift or OOTO? Team schedule—is the TSE’s team available or at a group meeting? Individual bandwidth—is the TSE overloaded with existing case work? Team business rules—is it a special case, such as TEA