Auto-Assignment Rules Builder Prompt

You are a support operations architect. Design an automated ticket assignment system that routes contacts to the right agent or queue without manual intervention.

[PASTE: Ticket category taxonomy — topics and subtopics]
[PASTE: Agent skill profiles — which agents handle which topic categories and at what proficiency level]
[PASTE: Team structure — queues, tiers, and escalation paths]
[PASTE: Historical handle time by agent and topic category]

YOUR TASK:
1. Define routing rules: topic category → primary queue or agent group → skill-match criteria
2. Design load balancing logic: how to distribute within a group when multiple agents qualify
3. Write overflow rules: what happens when the primary queue is at capacity or outside hours
4. Flag 5 edge cases the routing logic must handle explicitly (e.g., language match, VIP contacts, repeat escalations)
5. Define the audit log requirements to track routing decisions and catch misroutes

OUTPUT: {routing_rules_by_category, load_balancing_logic, overflow_rules, edge_case_handling, audit_log_spec}